ServiceNow Assist Architect - ITSM Frameworks

Job Summary :

We are seeking a highly skilled ServiceNow Now Assist Architect to lead the design, implementation, and optimization of AI-driven solutions within the ServiceNow platform.

The ideal candidate will have deep expertise in ServiceNow architecture along with hands-on experience in Now Assist (Generative AI capabilities), enabling intelligent automation, improved user experience, and operational efficiency.

Key Responsibilities :

- Architect and design scalable solutions leveraging ServiceNow Now Assist capabilities across modules such as ITSM, HRSD, CSM, and more

- Lead the implementation of Generative AI features including virtual agents, text summarization, content generation, and intelligent search

- Collaborate with business stakeholders to identify AI-driven use cases and translate them into technical solutions

- Define best practices, governance models, and architectural standards for AI adoption on the ServiceNow platform

- Integrate ServiceNow with external systems and AI/ML services where required

- Ensure data security, compliance, and ethical use of AI within solutions

- Provide technical leadership, mentorship, and guidance to development teams

- Conduct performance tuning, troubleshooting, and continuous improvement of AI-enabled workflows

- Stay updated with the latest ServiceNow releases and AI innovations

Required Skills & Qualifications :

- 8+ years of experience working with ServiceNow platform architecture and development

- Hands on experience with Now Assist (ServiceNow Generative AI capabilities)

- Strong knowledge of ServiceNow modules such as ITSM, ITOM, HRSD, or CSM

- Experience with Virtual Agent, Flow Designer, IntegrationHub, and scripting (JavaScript, Glide APIs)

- Understanding of AI/ML concepts, NLP, and Generative AI applications

- Experience with REST/SOAP APIs and third-party integrations

- Strong problem-solving and analytical skills

- Excellent communication and stakeholder management skills

Preferred Qualifications :

- ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA)

- Certifications in ServiceNow (CSA, CIS modules)

- Experience working with cloud platforms (AWS, Azure, GCP)

- Exposure to enterprise AI governance and responsible AI frameworks

Key Competencies :

- Solution Architecture

- AI Strategy & Implementation

- Stakeholder Collaboration

- Innovation & Continuous Improvement

- Leadership & Mentorship