ServiceNow AI Architect (ServiceNow AI Implementation)

Position Summary

This is a hands-on role responsible for the Implementation of ServiceNow AI powered capabilities across the ServieNow platform. We are seeking an experienced ServiceNow AI Architect to lead the strategy, architecture, design, and implementation of AI-powered capabilities across the ServiceNow platform. This role is responsible for delivering enterprise AI solutions utilizing Now Assist, AI Agents, Agentic AI, Generative AI, Predictive Intelligence, Virtual Agent, Intelligent Automation, Document Intelligence, Workflow Data Fabric, RAG (Retrieval-Augmented Generation), and ServiceNow AI Control Tower while ensuring security, governance, scalability, and measurable business value.

The ideal candidate combines deep ServiceNow architecture expertise with practical experience implementing enterprise AI solutions that improve employee experiences, automate business processes, and reduce operational costs.

Key Responsibilities

AI Strategy & Architecture

• Define enterprise AI architecture and roadmap for the ServiceNow platform.
• Design scalable AI solutions aligned with organizational business objectives.
• Develop AI governance standards, reference architectures, and implementation best practices.
• Evaluate emerging ServiceNow AI capabilities and recommend adoption strategies.
• Create AI maturity assessments and transformation roadmaps.

AI Solution Design

Architect and implement solutions leveraging:

• Now Assist
• AI Agents (Agentic AI)
• Generative AI
• Predictive Intelligence
• Virtual Agent
• Intelligent Search
• AI Search
• Document Intelligence
• Workflow Data Fabric
• Retrieval-Augmented Generation (RAG)
• Knowledge Management AI
• AI-powered Case Summarization
• Incident Summarization
• Change Risk Prediction
• Intelligent Recommendations
• AI Translation
• AI Control Tower

Platform Architecture

• Design enterprise ServiceNow architecture supporting AI workloads.
• Define integration patterns with:
• Microsoft Azure OpenAI
• OpenAI
• Anthropic Claude
• Google Gemini
• Amazon Bedrock
• Enterprise LLM platforms
• Design secure API integrations and AI services.
• Architect scalable vector search and retrieval solutions.
• Ensure high availability and performance optimization.

AI Governance & Security

• Define AI governance framework.
• Establish responsible AI policies.
• Ensure compliance with:
• GDPR
• HIPAA
• SOC 2
• ISO 27001
• Implement prompt governance.
• Design AI audit and monitoring capabilities.
• Develop AI risk mitigation strategies.
• Ensure secure handling of enterprise data.

Implementation Leadership

• Lead AI implementation projects from discovery through production.
• Mentor developers and technical architects.
• Conduct architecture reviews.
• Establish coding standards.
• Drive Agile delivery.
• Collaborate with executive leadership and business stakeholders.

ServiceNow Platform Responsibilities

Architect solutions across:

• ITSM
• ITOM
• ITAM
• HRSD
• CSM
• FSM
• SecOps
• IRM/GRC
• SPM
• App Engine
• IntegrationHub
• Automation Engine
• Employee Center
• CMDB
• Service Catalog

AI Use Cases

Lead implementation of:

• AI-powered Incident Resolution
• Automated Knowledge Generation
• AI-assisted Change Management
• AI Chatbots
• HR Virtual Assistants
• Customer Service AI
• Intelligent Document Processing
• Automated Ticket Classification
• Predictive Case Routing
• AI-powered Asset Management
• AI Operations
• Software Asset Intelligence
• Executive AI Dashboards

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• 8+ years of ServiceNow implementation experience.
• 5+ years designing enterprise ServiceNow architecture.
• 3+ years implementing AI or Generative AI solutions.
• Experience delivering enterprise-scale ServiceNow transformations.
• Strong knowledge of ITIL best practices.
• Experience with enterprise integrations and APIs.
• Experience working in Agile environments.

Required Technical Skills

ServiceNow

• Now Platform Architecture
• Flow Designer
• IntegrationHub
• App Engine Studio
• UI Builder
• CMDB
• Discovery
• Service Mapping
• Performance Analytics
• Workflow Automation
• ACLs
• Script Includes
• Business Rules
• Client Scripts
• REST APIs
• SOAP APIs
• GraphQL (preferred)

AI Technologies

• Generative AI
• Large Language Models (LLMs)
• Retrieval-Augmented Generation (RAG)
• Prompt Engineering
• AI Agents
• Vector Databases
• Semantic Search
• AI Governance
• Natural Language Processing
• Machine Learning fundamentals
• AI Evaluation Frameworks

Integration Experience

Experience integrating with:

• OpenAI
• Azure OpenAI
• Anthropic Claude
• Google Gemini
• Amazon Bedrock
• Microsoft Copilot
• Microsoft Graph
• Slack
• Microsoft Teams
• SharePoint
• Salesforce
• SAP
• Workday

Programming

• JavaScript
• Glide API
• REST APIs
• JSON
• XML
• Python (preferred)
• SQL

Preferred Certifications

ServiceNow

• ServiceNow Certified System Administrator (CSA)
• Certified Application Developer (CAD)
• Certified Implementation Specialist (multiple)
• Certified Technical Architect (CTA) (preferred)
• AI-related ServiceNow certifications (when available)

Cloud & AI

• Microsoft Azure AI Engineer Associate
• Microsoft Azure OpenAI certifications
• AWS Machine Learning Specialty
• Google Professional Machine Learning Engineer
• OpenAI API experience

Soft Skills

• Executive communication
• Strategic thinking
• Enterprise architecture
• Leadership
• Client consulting
• Stakeholder management
• Problem solving
• Innovation mindset
• Cross-functional collaboration
• Mentoring and coaching

Pay: $85.00 - $105.00 per hour

Education:

• Bachelor's (Preferred)

Work Location: Remote