Role Summary
We are looking for an experienced ServiceNow AI Architect to lead the design, architecture, and implementation of AI-powered solutions across the ServiceNow platform. The ideal candidate will have deep expertise in ServiceNow AI capabilities, Generative AI, Large Language Models (LLMs), enterprise architecture, workflow automation, and digital transformation. You will define the enterprise AI strategy, architect scalable and secure AI solutions, and drive the adoption of intelligent automation across business functions.
As a strategic technology leader, you will work closely with business stakeholders, enterprise architects, platform teams, and developers to transform business processes using ServiceNow’s AI ecosystem while ensuring governance, security, and responsible AI practices.
What will your role look like?
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Define and drive the enterprise AI roadmap within the ServiceNow ecosystem, aligning AI initiatives with business strategy and digital transformation goals.
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Architect scalable, secure, and governed AI solutions leveraging ServiceNow’s native AI capabilities and Generative AI technologies.
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Evaluate emerging AI technologies and recommend adoption strategies that maximize business value.
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Design AI-powered solutions across IT Service Management (ITSM), Customer Service Management (CSM), Employee Experience (HRSD), Field Service Management (FSM), and enterprise business workflows.
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Lead the implementation and adoption of:
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ServiceNow Now Assist
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AI Agents
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Predictive Intelligence
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Virtual Agent
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Document Intelligence
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Process Mining
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Automation Engine
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Intelligent Search
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Generative AI Controller
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Design enterprise AI architectures that integrate securely with internal and external systems using REST APIs, IntegrationHub, and cloud services.
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Establish AI governance, security, compliance, and responsible AI best practices across the platform.
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Collaborate with Enterprise Architects, Product Owners, Business Analysts, and Development teams to define AI-enabled solution architectures.
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Provide technical leadership throughout the AI solution lifecycle, from ideation through implementation and optimization.
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Mentor architects and developers on AI architecture, ServiceNow best practices, and emerging technologies.
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Drive platform modernization by incorporating AI capabilities into existing ServiceNow solutions and enterprise workflows.
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Stay current with advancements in Generative AI, LLMs, AI Agents, and ServiceNow AI innovations.
Why will you love this role?
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Lead enterprise-wide AI transformation initiatives using one of the industry’s leading digital workflow platforms.
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Design next-generation intelligent solutions that redefine employee, customer, and IT experiences.
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Work with cutting-edge technologies, including Generative AI, LLMs, AI Agents, and autonomous workflows.
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Collaborate with senior business leaders, enterprise architects, and global technology teams.
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Influence enterprise AI strategy, architecture standards, and platform innovation.
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Enjoy continuous learning opportunities with the latest ServiceNow AI capabilities and certifications.
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Make a significant business impact by driving automation, operational efficiency, and digital transformation.
We would like you to bring along
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10–15+ years of overall IT experience with significant expertise in enterprise architecture and the ServiceNow platform.
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Hands-on experience designing and implementing enterprise-scale ServiceNow AI solutions.
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Strong expertise in Now Assist, AI Agents, Predictive Intelligence, Virtual Agent, Document Intelligence, Automation Engine, Process Mining, Intelligent Search, and Generative AI Controller.
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Deep understanding of ServiceNow platform architecture, governance, security, integrations, and best practices.
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Experience with Large Language Models (LLMs) and enterprise Generative AI implementations.
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Strong understanding of AI Agents, autonomous workflows, Retrieval-Augmented Generation (RAG), prompt engineering, and conversational AI.
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Familiarity with MLOps, AI lifecycle management, model governance, and responsible AI principles.
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Experience integrating ServiceNow with cloud platforms, AI services, enterprise applications, and external APIs.
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Strong knowledge of enterprise integration patterns, REST APIs, IntegrationHub, OAuth, and cloud-native architectures.
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Experience working with Agile delivery models and enterprise-scale transformation programs.
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Excellent communication, stakeholder management, presentation, and leadership skills.
Preferred Certifications
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ServiceNow Certified System Administrator (CSA)
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ServiceNow Certified Application Developer (CAD)
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ServiceNow Certified Implementation Specialist (CIS) (one or more relevant modules)
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ServiceNow Certified Master Architect (preferred)
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ServiceNow Micro-Certifications in Now Assist and AI (preferred)
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Microsoft Azure AI Engineer Associate, AWS Certified AI Specialty, or Google Professional Machine Learning Engineer (preferred)
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TOGAF, ITIL 4 Foundation, or equivalent enterprise architecture certifications
Good-to-have skills
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Experience with CSDM, CMDB, ITOM, ITSM, HRSD, CSM, FSM, SPM, and App Engine.
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Knowledge of Azure OpenAI, OpenAI, Amazon Bedrock, Google Vertex AI, or similar enterprise AI platforms.
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Experience with vector databases, semantic search, AI orchestration, and Retrieval-Augmented Generation (RAG).
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Exposure to Python, AI frameworks, or orchestration platforms supporting enterprise AI solutions.
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Understanding of data governance, AI security, compliance, and privacy frameworks.
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Experience defining AI architecture standards, reusable solution patterns, and enterprise AI governance frameworks.
