ServiceNow AI Architect

We are looking for a ServiceNow AI Architect to define and lead the design of AI-enabled workflows on the ServiceNow platform. You will turn business problems into scalable, secure and governed solutions that use Now Assist, Generative AI Controller, Predictive Intelligence, AI Search and Agentic AI capabilities, along with external large language models where they add value.

This is a hands-on architecture role. You will work with business leaders, platform owners, data teams and delivery squads to shape the AI roadmap, set technical standards and make sure AI features reach production safely and deliver measurable outcomes.

· Define the end-to-end AI architecture for ServiceNow across ITSM, ITOM, HRSD, CSM, SPM, SecOps and custom applications.

· Design and implement Now Assist, Predictive Intelligence, Virtual Agent, AI Search and AI Agents use cases, such as case summarization, resolution recommendations, intelligent routing and knowledge generation.

· Integrate third-party and enterprise LLMs (for example Azure OpenAI, AWS Bedrock and Google Vertex AI) through the Generative AI Controller, IntegrationHub, REST and MID Server patterns.

· Architect retrieval-augmented generation (RAG) solutions, grounding AI responses in the CMDB, knowledge bases, Workflow Data Fabric and external data sources.

· Establish AI governance, including responsible AI guidelines, prompt standards, human-in-the-loop controls, data privacy, access control and auditability.

· Lead proofs of concept and pilots, define success metrics and build business cases that quantify value such as deflection, MTTR reduction and agent productivity.

· Set platform standards for performance, scalability, upgrade-safe development and instance health across AI-enabled applications.

· Guide and mentor developers, platform engineers and consultants. Run design reviews and make sure delivery follows architecture principles.

· Partner with security, data and compliance teams to address risk, model behaviour, data residency and regulatory requirements.

· Track the ServiceNow release cycle and the wider AI landscape, and advise stakeholders on emerging capabilities and their adoption.

· Bachelor's or Master's degree in Computer Science, Engineering or a related field, or equivalent experience.

· 10–15 years in enterprise IT, with at least 5 years of hands-on ServiceNow architecture or senior technical lead experience.

· Proven delivery of at least two AI or machine learning initiatives on ServiceNow, covering Now Assist, Predictive Intelligence, Virtual Agent or AI Search.

· Strong working knowledge of generative AI concepts: LLMs, prompt engineering, RAG, embeddings, guardrails and model evaluation.

· Deep expertise in the ServiceNow platform: scripting (JavaScript, Flow Designer, Workflow Studio), the CMDB and Common Services Data Model, Integration Hub and REST/SOAP integrations.

· Experience designing secure, scalable solutions on cloud platforms (Azure, AWS or GCP), including identity, data protection and API management.

· Sound grasp of AI governance, data privacy and compliance frameworks, such as the DPDP Act, GDPR and ISO/IEC 42001.

· Excellent communication skills, with the ability to present architecture decisions to both technical and executive audiences.

· Experience with Agentic AI on ServiceNow, AI Agent Orchestrator and Model Context Protocol (MCP) integrations.

· Familiarity with Python, vector databases, MLOps practices and data platforms such as Snowflake or Databricks.

· Background in enterprise architecture frameworks such as TOGAF.

· Experience in an Agile or SAFe delivery environment, and in consulting or pre-sales architecture.

The following must be held at the time of application, or the candidate must be able to show that they will be earned within the first three months of joining.

· ServiceNow Certified System Administrator (CSA).

· ServiceNow Certified Application Developer (CAD) or at least one ServiceNow Certified Implementation Specialist (CIS) credential in a relevant domain, such as ITSM, ITOM, HRSD or CSM.

· A ServiceNow Now Assist or generative AI micro-certification, or equivalent completed training on the platform's AI capabilities.

· ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA).

· Additional CIS credentials, such as Discovery, Service Mapping or Event Management.

· A cloud AI credential: Microsoft Certified: Azure AI Engineer Associate, AWS Certified Machine Learning – Specialty (or AWS Certified AI Practitioner), or Google Cloud Professional Machine Learning Engineer.

· Enterprise architecture and delivery credentials, such as TOGAF 9 Certified and SAFe Architect.

· Security and AI governance credentials, such as CISSP, CISM or ISO/IEC 42001 Lead Implementer.

· Architectural thinking: balancing business value, technical feasibility, risk and cost.

· Stakeholder leadership: building trust and aligning teams across IT, business and security.

· Outcome focus: tying AI initiatives to measurable KPIs.

· Continuous learning: staying current with a fast-moving AI and ServiceNow release landscape.

· Mentoring: raising the technical bar of the wider platform team.