Senior ServiceNow Solution Architect

We are seeking a highly experienced ServiceNow professional to lead the design, implementation, and optimization of ServiceNow ITSM and Employee Experience solutions. The ideal candidate will possess strong expertise in ServiceNow ITSM Pro, Now Assist, Agentic AI, Virtual Agent, Platform Analytics, Service Portal, UI Builder, and enterprise integrations. The role involves working closely with business stakeholders, architects, and delivery teams to design scalable digital workflows, AI-driven automation, and user-centric service experiences.

Key Responsibilities

ServiceNow Platform & ITSM

• Lead implementation and enhancement of ITSM processes including Incident, Problem, Change, Request, Knowledge, and Major Incident Management.
• Configure and optimize ITSM Pro capabilities and best practices.
• Drive ServiceNow platform governance, performance, scalability, and upgrade planning.

Now Assist & Agentic AI

• Design and implement ServiceNow Now Assist capabilities across ITSM processes.
• Define and configure AI Agents, Agentic Workflows, and AI-powered operational use cases.
• Assess governance, risk, compliance, and security considerations associated with AI capabilities.
• Collaborate with stakeholders to identify suitable automation opportunities leveraging Agentic AI.

Virtual Agent & Conversational Experiences

• Design and develop Virtual Agent topics and conversational workflows.
• Integrate Virtual Agent with ITSM, Service Catalog, Knowledge Management, and external systems.
• Improve employee and support experiences through self-service and AI-assisted interactions.

Service Portal & UI Builder

• Design modern employee experiences using Employee Center, Service Portal, and UI Builder.
• Develop reusable UI components, custom pages, and workspace experiences.
• Ensure high usability, accessibility, and responsive design standards.

Platform Analytics & Reporting

• Design dashboards, scorecards, KPIs, Performance Analytics indicators, and executive reports.
• Provide operational insights and service performance measurements.
• Enable data-driven decision-making through analytics and visualization.

Integrations & Automation

• Lead integrations with enterprise applications using IntegrationHub, REST, SOAP, MID Server, and spokes.
• Design integration patterns, orchestration workflows, and event-driven automation.
• Work with external systems such as Azure DevOps, IAM, Monitoring Tools, Asset Management, and IT Operations platforms.
• Provide solution architecture guidance and technical leadership.
• Participate in discovery workshops, roadmap planning, and solution design sessions.
• Mentor development and administration teams.
• Review technical designs and ensure alignment with ServiceNow best practices.

Required Skills

ServiceNow Products

• ITSM / ITSM Pro
• Now Assist
• AI Agents & Agentic AI
• Virtual Agent
• Performance Analytics
• Integration Hub
• Service Portal
• UI Builder
• Employee Center
• Flow Designer

Technical Skills

• REST APIs
• SOAP APIs
• JSON/XML
• Integration Hub Spokes
• MID Server
• ServiceNow Scripting
• ACLs, Business Rules, Client Scripts

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA)
• Certified Implementation Specialist (CIS-ITSM)
• ServiceNow Certified AI Professional / Generative AI Certifications
• ServiceNow Certified Technical Architect (CTA) preferred
• ITIL V4 Foundation or Managing Professional

Experience

• 10+ years of ServiceNow platform experience.
• 5+ years in ITSM implementations.
• 2- 3 years in Now Assist Agentic AI implementation
• Experience with AI-enabled ServiceNow solutions, Now Assist, Virtual Agent, and enterprise integrations.
• Experience leading large-scale ServiceNow transformation programs in enterprise environments.

Nice to Have

• AI Governance and Responsible AI experience.
• Knowledge of AIOps, Event Management, CMDB, and ITOM.
• Experience with Agentic AI adoption frameworks and operational governance.
• Multi-cloud and enterprise integration experience.

Skills

Mandatory Skills : ServiceNow ITSM, AI Agents

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