ServiceNow Platform Innovation Lead

ServiceNow Technical Architect

Key Responsibilities :

• Lead the end-to-end architecture and design of ServiceNow solutions across ITSM, ITOM, HRSD, CSM, or other modules, with a strong focus on native AI / ML capabilities and workflow data orchestration.
• Architect and implement AI-powered workflows using ServiceNow’s Now Assist platform, including :
• Now Assist AI Agents
• AI Search for contextual, intent-based search experiences
• Predictive Intelligence for classification, prioritization, and routing
• Task Intelligence for process optimization
• Natural Language Understanding (NLU) and Natural Language Query (NLQ) for enhanced self-service
• Now Assist Skill Kit and Data Kit for building reusable AI logic and structured data extraction
• Leverage Workflow Data Fabric to unify, virtualize, and model enterprise data for scalable AI / ML workflows and insight-driven automation.
• Use AI Control Tower to govern, monitor, and optimize performance of all deployed AI models and capabilities.
• Collaborate with cross-functional business and IT teams to identify intelligent automation opportunities, improve service delivery, and enhance operational efficiency using AI-driven ServiceNow solutions.
• Define and document ServiceNow architecture standards, reusable patterns, and platform best practices, aligning them with enterprise IT, data, and AI strategies.
• Provide technical leadership and mentoring to ServiceNow developers, AI engineers, and platform administrators.
• Lead complex ServiceNow platform upgrades, AI-enablement initiatives, migrations, and integrations with third-party platforms (e.G., Azure OpenAI, AWS Bedrock, Google Vertex AI).
• Ensure compliance with enterprise data governance, security, and AI ethics policies across all intelligent automation solutions.
• Continuously evaluate and integrate GenAI capabilities, including Now Assist and external LLMs, to enhance user experiences, employee productivity, and decision-making.
• Stay informed of ServiceNow’s evolving AI / ML roadmap, including new OOTB features and plugins, and provide strategic recommendations to key stakeholders.

Required Skills and Qualifications :