ServiceNow Architect - NowAssist ITSM
The Judge Group Inc
Job Title:
ITSM Platform Architect - AI-Enabled ITSM
Location: Philadelphia, PA
Full-Time Summary:
Seeking a senior ITSM Platform Architect to support onshore IT operations with a strong focus on AI-enabled ITSM architecture and operations. This role leads the design and implementation of advanced AI agents embedded within ITSM processes, driving automation, intelligent decisioning, and operational efficiency in a live enterprise environment. Required / Mandatory Skills:
ITSM Platform Architect - AI-Enabled ITSM
Location: Philadelphia, PA
Full-Time Summary:
Seeking a senior ITSM Platform Architect to support onshore IT operations with a strong focus on AI-enabled ITSM architecture and operations. This role leads the design and implementation of advanced AI agents embedded within ITSM processes, driving automation, intelligent decisioning, and operational efficiency in a live enterprise environment. Required / Mandatory Skills:
- 8+ years of hands-on experience with an enterprise ITSM platform, with deep expertise in ITSM architecture and operations
- Proven experience designing and building AI Agents on an ITSM platform beyond standard out-of-the-box AI features, including:
- Agent workflows
- Autonomous decisioning
- Contextual reasoning
- Orchestration and escalation logic
- Strong expertise in AI-assisted ITSM capabilities, including:
- Incident summarization
- Case deflection
- Intelligent routing
- Virtual agent integration with AI agents
- Advanced platform development skills, including:
- Server-side and client-side scripting
- Business rules and access controls
- Workflow and flow-based automation
- Performance optimization
- Strong understanding of ITSM data models, CMDB, and core ITSM processes (Incident, Problem, Change, Request)
- Experience integrating the ITSM platform with enterprise systems using APIs, middleware, and event-driven patterns
- Solid knowledge of platform governance, upgrades, release management, and best practices
Vacancy posted 16 hours ago
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