ServiceNow AI Architect

Job Description

We are seeking a Level 4 ServiceNow AI Architect (with experience in designing and developing the Now Assist based AI solutions) to lead solution architecture, design, and delivery for AI-enabled transformation solutions based on ServiceNow Now Assist platform. This is a hands-on, client-facing role requiring deep technical expertise across ServiceNow AI platform, Agentic AI, and enterprise integrations.

The role focuses on end-to-end architecture ownership for specific workstreams or towers, working closely with clients, onsite stakeholders, and offshore delivery teams to enable intelligent automation and AI-driven workflows.

Must Haves, (AT LEAST TWO)

1. ServiceNow NOW Assist,

2. SN AI Agent studio,

3. Agentic AI,

4. AI Control Tower,

5. Enterprise AI for Business use cases knowledge and experience

Key Responsibilities

Architecture & Delivery Ownership

• Drive the solution architecture and technical design for identified use cases with ServiceNow Now assist AI platform as the basis.
• Build, deploy and operationalize Now Assist AI Agents and integrations using ServiceNow AI Studio.
• Define (in coordination with customer) enterprise architecture vision for:
• Agentic AI adoption
• AI governance (AI Control Tower)
• Platform integration strategy
• Lead multi-tower transformation programs (ITSM, ITOM, ITAM) as required for AI enablement
• Architect cross-platform AI ecosystems:
• ServiceNow + AWS Bedrock / Azure Foundry
• Multi-agent orchestration (MCP, A2A)

Hands-on Platform & AI Implementation

• Implement and optimize Now Assist capabilities, including:
• Custom skills development
• OOTB skill enhancements
• AI agent workflows and instruction tuning
• Security and governance guardrails
• Work extensively on:
• Workflow Data Fabric
• Automation Engine
• Knowledge Graph-driven workflows

Integration & Engineering Leadership

Design and guide implementation of integration solutions, including:

Workflow Data Fabric-based integrations

REST APIs and Scripted APIs

Enable cross-platform AI integrations, connecting ServiceNow with:

AWS Bedrock

• Azure AI Foundry
• MCP and Agent-to-Agent (A2A) frameworks

Delivery Leadership

• Provide technical leadership to offshore teams, ensuring quality, scalability, and adherence to standards.
• Establish standards, guardrails, reusable frameworks, Own solutioning
• Review designs, code, and deployments to ensure best practices and performance optimization.
• Collaborate with cross-functional teams to deliver end-to-end solutions across service towers

Client Engagement

• Act as a primary technical interface for client stakeholders
• Primary interface for: Delivery Director / Enterprise Architects
• Leads: Transformation roadmaps
• Participate in:
• Solution workshops
• Technical design discussions
• Demos and walkthroughs

Core Technical Skills

AI & Automation

• Hands-on experience with:
• ServiceNow Now Assist (custom + OOTB skills)
• AI Studio and AI Agent development
• Working knowledge of:
• Agentic AI patterns
• AI orchestration and guardrails

ServiceNow Expertise

Strong hands-on experience in:

• ITSM, ITOM (Event Management)
• CMDB, Discovery, Service Mapping
• Platform workflows and Automation Pro
• Deep understanding of ServiceNow platform architecture and extensibility

Integration & Data

• Strong expertise in:
• APIs and Scripted APIs
• Workflow Data Fabric
• Working knowledge of:
• Knowledge Graphs
• Enterprise data orchestration

Preferred Skills

• Exposure to AI Control Tower concepts
• Experience with multi-agent ecosystems (MCP, A2A protocols)
• Integration experience with hyperscale AI platforms (AWS / Azure)
• Familiarity with ServiceNow playbooks and Ansible integrations

Key Competencies

• Hands-on Architecture Leadership – Designs and implements solutions, not just conceptual oversight
• Proven track record in ServiceNow/Now Assist AI implementations and integrations
• Delivery Ownership – Owns outcomes for a module/tower within a larger program
• Technical Depth – Deep platform and integration expertise with the ability to troubleshoot and guide builds
• Client Interaction – Confident engagement with mid-level client stakeholders
• Team (Leadership) – Guides offshore teams, ensures execution quality
• Strong mix of: Solution architecture + hands-on development

Client-facing delivery experience