ServiceNow AI Architect

Role: ServiceNow AI Architect

Location: Remote

Duration: 7+ Months

Top Three Skills Required :

1. ServiceNow strategic advisory

2. ServiceNow – Now Assist and Virtual Agent optimization

3. Communication and Presentation Skills

Position Overview

We are seeking a ServiceNow AI Architect to lead strategic advisory, assessment, and transformation engagements focused on modernizing chat and conversational experiences across the enterprise.

This role will work directly with client stakeholders to assess current-state environments, develop future-state architectures, create migration strategies, and define roadmaps for adopting ServiceNow Conversational AI capabilities. The successful candidate will possess a combination of ServiceNow platform expertise, conversational AI knowledge, enterprise architecture experience, and executive consulting skills.

The architect will help clients transform customer, employee, and IT support experiences by leveraging ServiceNow Virtual Agent, Now Assist, AI Agents, and related workflow capabilities to improve self-service, automate interactions, and enhance service delivery.

• Key Responsibilities Assessment & Discovery
• Lead discovery workshops, stakeholder interviews, and assessment activities.
• Evaluate current chat, messaging, virtual assistant, and conversational AI environments.
• Analyze existing platforms, integrations, workflows, knowledge assets, and support processes.
• Assess organizational readiness for ServiceNow Conversational AI adoption.
• Document current-state architecture, capabilities, challenges, and opportunities.

Strategy & Roadmap Development

• Develop future-state conversational AI strategies and architectures.
• Create migration and modernization roadmaps aligned to business objectives.
• Define phased adoption approaches for ServiceNow conversational capabilities.
• Identify opportunities to improve customer, employee, and agent experiences through automation and self-service.
• Develop recommendations for governance, operating models, and platform adoption.

• ServiceNow Conversational AI Architecture Design conversational experiences leveraging ServiceNow Virtual Agent, Now Assist, AI Agents, and related platform capabilities.
• Define architecture patterns supporting scalable, secure, and maintainable conversational experiences.
• Develop integration strategies across ServiceNow and third-party platforms.
• Align conversational AI solutions with broader ServiceNow workflows including:
• *IT Service Management (ITSM)
• *Customer Service Management (CSM)
• *Human Resources Service Delivery (HRSD)
• *Employee Center
• *Knowledge Management
• *Service Operations

Migration Planning & Transformation

• Develop migration strategies from legacy chat and conversational platforms to ServiceNow.
• Assess existing conversational technologies and recommend modernization approaches.
• Define transition plans, dependencies, risks, and success criteria.
• Support clients in establishing adoption and value realization strategies.
• Guide transformation initiatives from strategy through implementation planning.

Executive Engagement

• Facilitate executive workshops and strategy sessions.
• Present findings, recommendations, and roadmaps to client leadership.
• Build consensus across business and technology stakeholders.
• Translate technical concepts into business-focused outcomes and recommendations.
• Develop executive presentations, assessment reports, and strategic recommendations.

Required Qualifications

• 8+ years of experience in enterprise architecture, consulting, digital transformation, or ServiceNow solution design.
• 5+ years of hands-on ServiceNow experience.
• Experience leading client-facing workshops and strategic advisory engagements.
• Strong understanding of ServiceNow platform architecture and capabilities.
• Experience with one or more of the following:
• *ServiceNow Virtual Agent
• *Now Assist
• *AI Agents
• *Conversational AI platforms
• *Customer and employee self-service solutions
• Experience creating technology roadmaps, migration plans, and future-state architectures.
• Strong written, verbal, and executive presentation skills.

• Preferred Qualifications ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS)
• ServiceNow Certified Technical Architect (CTA)
• Experience with conversational AI, chatbot, virtual assistant, or contact center technologies.
• Experience with platforms such as Genesys, NICE, LivePerson, Salesforce, Microsoft, or similar conversational solutions.
• Experience across ITSM, CSM, and HRSD implementations.
• Telecommunications, technology, media, or large-enterprise experience preferred.

• Success Measures Successful completion of assessments and strategic advisory engagements.
• Development of actionable migration strategies and roadmaps.
• Executive stakeholder alignment and client satisfaction.
• Adoption of ServiceNow Conversational AI capabilities.
• Improved self-service, automation, and service experience outcomes.
• Successful transition from strategy to implementation.

Applicant Notices & Disclaimers

• For information on benefits, equal opportunity employment, and location-specific applicant notices, click here

At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's starting pay is: $65.00/hr.