Overview:
ServiceNow ITSM Product Governance, AI & Agentic Engineering (Now Assist, Predictive Intelligence, AI Search, Virtual Agent), Enterprise Integration Engineering, ITSM Modernization.
In this role, you’ll wear three hats:
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ServiceNow Product Architecture: own the Product architecture and design authority for ServiceNow ITSM and related modules — Product roadmap, data model, CMDB strategy, and module design standards. Lead reviews for significant development efforts, ensuring scalable, maintainable design across ITSM, Mobile App, Virtual Agent, and Employee Center Pro (ECPro). Partner with IT and business groups to translate requirements into technical solutions, including incident management, service catalogs, UI, taxonomy, and process design.
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AI Engineer: design, build, and implement ServiceNow’s AI and intelligence capabilities — Now Assist (generative AI), Predictive Intelligence (ML-based classification and routing), AI Search, and Virtual Agent conversational flows. Configure and tune models for ITSM use cases, evaluate new AI capabilities for enterprise fit, and treat data quality and CMDB health as a precondition for AI performance.
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Integration & Automation Engineer: design, develop, and implement integrations between ServiceNow and enterprise systems using REST, SOAP, MID Server, and IntegrationHub. Build automation and workflow solutions using Flow Designer, Business Rules, and scripted REST APIs, ensuring seamless data flow and process automation across ITSM and adjacent domains.
Responsibilities:
- Architect and maintain the ServiceNow Product roadmap, data model, and integration architecture supporting global IT operations.
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Implement and tune Now Assist, Predictive Intelligence, AI Search, and Virtual Agent capabilities for production use, not pilots.
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Design and build integrations between ServiceNow and enterprise systems — ERP, monitoring, identity, and HR platforms.
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Build automation and workflow solutions using Flow Designer, IntegrationHub, and scripted APIs.
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Lead architecture reviews and provide design-authority sign-off for major platform changes.
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Assess organizational AI readiness — data quality, CMDB health, record hygiene — and define governance standards for AI-driven automation.
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Stay current on ServiceNow’s platform and AI roadmap, evaluating new capabilities for applicability within the enterprise.
Qualifications:
- Bachelor’s degree in computer science, IT, or a related field, or equivalent experience.
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12+ years of experience in IT architecture, engineering, and Service Management.
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8+ years hands-on ServiceNow ITSM Module experience; experience with other modules is an added advantage.
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Deep, hands-on expertise with Flow Designer, IntegrationHub, REST/SOAP APIs, MID Server, and JavaScript/Glide API scripting.
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3+ years hands-on experience with ServiceNow AI capabilities — Now Assist, Predictive Intelligence, AI Search, and Virtual Agent.
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Experience with Process Mining, Process Automation, and ServiceNow integration design.
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10+ years of ITIL experience; ITIL v3 Expert/Intermediate or ITIL 4 Practitioner certified.
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ServiceNow certifications preferred: Certified System Administrator (CSA), Certified Application Developer (CAD), or Now Certified Expert (NCE).
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Strong understanding of CMDB architecture, data governance, and enterprise integration patterns at scale.
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Experience with agile development methodologies in fast-paced, dynamic environments.
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Excellent documentation skills, with the ability to produce architecture diagrams, integration maps, and design specifications.
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Excellent analytical and problem-solving skills.
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Strong communication and cross-functional collaboration abilities.
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Passion for continuous improvement, technical excellence, and applying AI responsibly.
