ServiceNow Platform Architect

Job Title: ServiceNow Platform Architect


Location:Santa Clara - California


Type: Contract

Job description


Role Responsibilities


Deploy and configure Now Assist capabilities including Generative AI AI Agents Virtual Agent NLU AI Search Issue Auto Resolution Task Intelligence and Document Intelligence across customer instances


Translate AI Transformation Architect blueprints into working configurations integrations and workflows following ServiceNow best practices


Rapidly prototype and iterate on AI use cases in alignment with customerdefined success metrics


Drive measurable AI adoption outcomes including active user rates workflow automation coverage and timetovalue for Now Assist features


Partner with AI Transformation Architects to execute customerspecific AI adoption roadmaps sprint plans and golive checklists


Facilitate customer workshops enablement sessions and handson training to build AI literacy and sustained usage


Surface and escalate adoption blockers technical organizational or behavioral and recommend targeted interventions


Serve as the ontheground technical expert for AIrelated questions issues and guidance across the customer lifecycle


Act as SME alongside AI Transformation Architects in customer steering meetings executive briefings and QBRs


Identify debug and advise on configuration conflicts data gaps or architecture issues that block AI activation


Document customer configurations AI use case outcomes and lessons learned to contribute to AI Adoption Team knowledge base and repeatability


Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry


Qualifications


7 years of ServiceNow configuration and implementation experience with demonstrated handson AI feature deployments


Handson experience deploying one or more of the following Now Assist GenAI AI Agents Virtual Agent NLU AI Search Task Intelligence or Document Intelligence


Understanding of AIML concepts including Large Language Models LLMs prompt engineering and Generative AI particularly in enterprise workflow contexts


Minimum 2 active ServiceNow CIS certifications ServiceNow Certified Application Developer CAD preferred


Demonstrated ability to influence and consult providing options with pros cons and risks in a complex and varied customer environment while providing thought leadership to customer sponsors and stakeholders in solving business process andor technical problems


Proven ability to translate customer business requirements into working platform configurations and deliver against sprintbased timelines


Experience with ServiceNow platform capabilities including Flow Designer Integration Hub Studio IDE APIs and Automated Test Framework to support AI data flows and configurations


Strong communication skills able to explain technical concepts to nontechnical stakeholders and lead enablement sessions confidently


Experience with AI adoption frameworks and change management methodologies preferred


Knowledge of enterprise AI governance data privacy considerations and responsible AI practices preferred


Experience with data management database design and database concepts


Strong interpersonal skills customercentric attitude and ability to operate within a culturally diverse environment


Proven ability to mentor junior consultants or lead technical workstreams


Analytical and problemsolving abilities with a keen eye for detail


Good presentation and reportwriting skills


Up to 30 travel annually


Skills


Mandatory Skills : ServiceNow CMDB, ServiceNow ConnectedOps, ServiceNow CSM, ServiceNow DevOps