ServiceNow Architect

Lead the end-to-end architecture and design of ServiceNow solutions across ITSM, ITOM, HRSD, CSM, or other modules, with an emphasis on AI / ML integration.

Design and implement AI-powered workflows , including predictive intelligence, virtual agents, AIOps, and machine learning solutions within the ServiceNow ecosystem.

Collaborate with cross-functional teams to identify automation opportunities and optimize business processes using ServiceNow and AI.

Define and document ServiceNow architecture standards , patterns, and best practices aligned with enterprise IT strategies.

Provide technical leadership and mentoring to ServiceNow developers and platform engineers.

Lead complex platform upgrades, migrations, and custom integrations with other systems and tools (e.g., AI services from Azure, AWS, GCP).

Ensure compliance with data security, privacy, and governance policies, especially with AI-based implementations.

Evaluate and integrate GenAI capabilities (e.g., ServiceNow Now Assist, GenAI integrations) to enhance user experience and operational efficiency.

Stay updated on ServiceNow and AI / ML roadmap developments , and recommend new features, plugins, or capabilities that align with business goals.

Required Skills and Qualifications :

Overall 15+ years of experience of IT consulting

10+ years of experience in ServiceNow platform architecture, design, and development.

3+ years of experience working with AI / ML technologies , including predictive analytics, natural language processing (NLP), chatbots, and / or GenAI tools.

Strong expertise in ServiceNow platform modules : ITSM, ITOM, CMDB, HRSD, CSM, or others.

Hands-on experience with ServiceNow Virtual Agent, Predictive Intelligence, Performance Analytics , and AI Search.

Proven experience integrating external AI platforms (Azure AI, AWS SageMaker, Google Vertex AI) with ServiceNow.

Proficient in JavaScript, REST / SOAP APIs, and ServiceNow scripting (client / server side).

Experience with cloud architecture and DevOps practices (CI / CD, automated testing).

Excellent communication, leadership, and stakeholder management skills.

ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) – at least one module.

Bachelor's or Master’s degree in Computer Science, Information Systems, or related field.

Preferred Qualifications :

ServiceNow Certified Technical Architect (CTA) or Master Architect designation.

AI / ML certifications from major cloud providers (e.g., AWS Machine Learning , Azure AI Engineer Associate , etc.).

Experience with GenAI frameworks , LLMs , or ServiceNow’s Now Assist and AI Studio.

Knowledge of ITIL frameworks and experience implementing ITIL-compliant processes.