ServiceNow AI Architect

Job Description

We are seeking a Level 4 ServiceNow AI Architect (with experience in designing and developing the Now Assist based AI solutions) to lead solution architecture, design, and delivery for AI-enabled transformation solutions based on ServiceNow Now Assist platform. This is a hands-on, client-facing role requiring deep technical expertise across ServiceNow AI platform, Agentic AI, and enterprise integrations.

The role focuses on end-to-end architecture ownership for specific workstreams or towers, working closely with clients, onsite stakeholders, and offshore delivery teams to enable intelligent automation and AI-driven workflows.

Key Responsibilities

Architecture & Delivery Ownership

• Drive the solution architecture and technical design for identified use cases with ServiceNow Now assist AI platform as the basis.
• Build, deploy and operationalize Now Assist AI Agents and integrations using ServiceNow AI Studio.
• Define (in coordination with customer) enterprise architecture vision for:
• Agentic AI adoption
• AI governance (AI Control Tower)
• Platform integration strategy
• Lead multi-tower transformation programs (ITSM, ITOM, ITAM) as required for AI enablement
• Architect cross-platform AI ecosystems:
• ServiceNow + AWS Bedrock / Azure Foundry
• Multi-agent orchestration (MCP, A2A)

Hands-on Platform & AI Implementation

• Implement and optimize Now Assist capabilities, including:
• Custom skills development
• OOTB skill enhancements
• AI agent workflows and instruction tuning
• Security and governance guardrails
• Work extensively on:
• Workflow Data Fabric
• Automation Engine
• Knowledge Graph-driven workflows

Integration & Engineering Leadership

• Design and guide implementation of integration solutions, including:
• Workflow Data Fabric-based integrations
• REST APIs and Scripted APIs
• Enable cross-platform AI integrations, connecting ServiceNow with:
• AWS Bedrock
• Azure AI Foundry
• MCP and Agent-to-Agent (A2A) frameworks

Delivery Leadership

• Provide technical leadership to offshore teams, ensuring quality, scalability, and adherence to standards.
• Establish standards, guardrails, reusable frameworks, Own solutioning
• Review designs, code, and deployments to ensure best practices and performance optimization.
• Collaborate with cross-functional teams to deliver end-to-end solutions across service towers

Client Engagement

• Act as a primary technical interface for client stakeholders
• Primary interface for: Delivery Director / Enterprise Architects
• Leads: Transformation roadmaps
• Participate in:
• Solution workshops
• Technical design discussions
• Demos and walkthroughs
  

Core Technical Skills

AI & Automation

• Hands-on experience with:
• ServiceNow Now Assist (custom + OOTB skills)
• AI Studio and AI Agent development
• Working knowledge of:
• Agentic AI patterns
• AI orchestration and guardrails
  

ServiceNow Expertise

• Strong hands-on experience in:
• ITSM, ITOM (Event Management)
• CMDB, Discovery, Service Mapping
• Platform workflows and Automation Pro
• Deep understanding of ServiceNow platform architecture and extensibility
  

Integration & Data

• Strong expertise in:
• APIs and Scripted APIs
• Workflow Data Fabric
• Working knowledge of:
• Knowledge Graphs
• Enterprise data orchestration
  

Preferred Skills

• Exposure to AI Control Tower concepts
• Experience with multi-agent ecosystems (MCP, A2A protocols)
• Integration experience with hyperscale AI platforms (AWS / Azure)
• Familiarity with ServiceNow playbooks and Ansible integrations

Key Competencies

• Hands-on Architecture Leadership – Designs and implements solutions, not just conceptual oversight
• Proven track record in ServiceNow/Now Assist AI implementations and integrations
• Delivery Ownership – Owns outcomes for a module/tower within a larger program
• Technical Depth – Deep platform and integration expertise with the ability to troubleshoot and guide builds
• Client Interaction – Confident engagement with mid-level client stakeholders
• Team (Leadership) – Guides offshore teams, ensures execution quality
• Strong mix of:
• Solution architecture + hands-on development
• Client-facing delivery experience
  

Salary Range: $158,800-$208,500 a year