Specialist - Solution Architecture

What you’ll do:

The Specialist - IT Senior Developer for the ServiceNow team will drive and support design, DevOps, technical strategy, and delivery of solutions for strategically aligned projects, applying best practices and pattern standards as a ServiceNow SME. Responsibilities include leading technical activities across complex business sectors, designing secure and scalable architectures, and translating functional needs into actionable results aligned with customer expectations and IT governance. The role also involves defining and presenting solutions to technology leaders and executives globally. The candidate must demonstrate strong IT process knowledge, technical acumen, and business insight, with proven ability to simplify complex technical solutions. Experience with Generative and Agentic AI is essential to enhance automation, decision-making, and intelligent service delivery within the ServiceNow ecosystem.

Qualifications:

Key responsibilities include:

• Drives the technical delivery of solutions from initiation through development, validation, go-live and user adoption.
• Collaborate with the Architect, Functional Analyst and ensuring that Solution Architectures are in alignment with the overall strategy.
• Partnering across technical teams including Platform, FAs, and support teams to deliver business results and value through projects.
• Provide solution expertise and architecture guidance for ServiceNow applications across all sectors.
• This candidate responsible for defining the DevOps workflow and Agile for ServiceNow applications and improve efficiency and proficiency of team.
• Collaborate with the customer and artchitect to establish processes and advancing ServiceNow capability / usability centered on delivering solutions that balance stategic and customer driven needs.
• Provides guidance / support locally within the region and globally as required to guide and troubleshoot complex problems in a timely manner.
• Regularly communicates and reinforces status, prioritization and timing back to project, program and orgnizational leaders of critical success measures, issues, and mitigation strategies.
• Responsible for process, standards, governance and performance of technical environments.

ESSENTIAL FUNCTIONS:

• Responsible for process, standards, governance and performance of the shared structures and technical environments.
• Involves working in a highly matrixed organization spanning domestic and international locations.
• Ability to access and evaluate products/vendors.
• Has a good understanding of the technical platforms, applications, and tools currently utilized at Eaton
• Ability to drive projects with broad scope of deployment, including sector and/or region
• Drives decisions and deliverables within team
• Negotiate small to moderate scale vendor SOW
• Architect, design and lead solutions for global processes for various functional organizations
• Create development standards and promote modularization and reuse of code
• Contribute to creation of policies, of standard approaches and techniques
• Be aware of industry automation trends, understand Eaton business and accordingly contribute in selecting business cases, develop prototypes and Proofs of Concept
• Understand, learn and develop on different automation tools
• Out of the box thinking, to identify and work around process design
• Develop foundational capabilities for automation development and support at Eaton
• Collaborate with business and development teams to drive robust testing methodologies
• Work within operational and performance metrics to drive continuous improvement.

Skills:

• Bachelors degree in a technical discipline such as: B.E / BTech / MCA / B.S. Comp Sci / Mathematics / Engineering / Equivalent
• 8+ years of relevant industry experience
• 8+ years’ experience in design, development, implementation and administration of ServiceNow application development.
• Must have knowledge in ServiceNow ITSM, Asset (HAM/SAM), Core Platform, Discovery, HRSD, SPM, CSDM, CMDB, ServiceNow scripting (Glide), ITIL, MID Servers; plus Flow Designer, IntegrationHub, ATF
• Additionally REST APIs, Oracle/SQL, Apigee, Agile/Scrum
• Strong programming and scripting experience with JDK, JSP, HTML, JavaScript
• Must have experience with REST interfaces and OAuth2/JWT security
• Experience in process consulting, problem definition, and design/detailing of processes
• Exposure and experience implementing ServiceNow upgrade projects
• Preferred if basic knowledge of SQL
• Preparation of technical specification documents
• Lead technical solution design based on engineering and business requirements related to ServiceNow
• Hands-on with ServiceNow Generative AI stack: Now Assist (ITSM/HRSD/CSM/Creator), Generative AI Controller, AI Search (incl. Sensitive Data Handler) and EVAM configuration; ability to ground outputs in KB/CSDM/CMDB data and enforce data minimization
• Experience configuring/extending Virtual Agent with GenAI (conversational catalog items, summarization, action recommendations) and retrieval-augmented patterns over knowledge articles and records
• Agentic AI: design, orchestrate, and govern ServiceNow agents (OOTB and custom) for use cases like incident trend analysis, problem investigation, and next-best-action; implement supervisor/worker multi-agent patterns and instrument telemetry, guardrails, and safe fallbacks
• AI governance and risk: register AI assets, route approvals, and manage controls in AI Governance/Control Tower; apply guardrails for identity propagation, PII handling, audit logging (SIEM), and regulatory mapping (EU AI Act, NIST AI RMF)
• Test automation with ATF (including GenAI-assisted test generation); define A/B tests and success metrics for AI features (quality, deflection, MTTR, adoption)
• Experience integrating LLM endpoints via GenAI Controller/IntegrationHub (e.g., Azure OpenAI), securing secrets/proxies, and aligning with enterprise guardrails
• Build agentic workflows that orchestrate remediation using catalog items, Playbooks, Flows/Subflows, Scripted REST APIs; ensure change control and observability