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.