ServiceNow Architect

3 hours ago

Bangalore Urban Karnataka India, IN Brillio Full time

ServiceNow Technical ArchitectKey Responsibilities: Lead the end-to-end architecture and design of ServiceNow solutions across ITSM, ITOM, HRSD, CSM, or other modules, with a strong focus on native AI/ML capabilities and workflow data orchestration.Architect and implement AI-powered workflows using ServiceNow’s Now Assist platform, including:Now Assist AI AgentsAI Search for contextual, intent-based search experiencesPredictive Intelligence for classification, prioritization, and routingTask Intelligence for process optimizationNatural Language Understanding (NLU) and Natural Language Query (NLQ) for enhanced self-serviceNow Assist Skill Kit and Data Kit for building reusable AI logic and structured data extractionLeverage Workflow Data Fabric to unify, virtualize, and model enterprise data for scalable AI/ML workflows and insight-driven automation.Use AI Control Tower to govern, monitor, and optimize performance of all deployed AI models and capabilities.Collaborate with cross-functional business and IT teams to identify intelligent automation opportunities, improve service delivery, and enhance operational efficiency using AI-driven ServiceNow solutions.Define and document ServiceNow architecture standards, reusable patterns, and platform best practices, aligning them with enterprise IT, data, and AI strategies.Provide technical leadership and mentoring to ServiceNow developers, AI engineers, and platform administrators.Lead complex ServiceNow platform upgrades, AI-enablement initiatives, migrations, and integrations with third-party platforms (e.g., Azure OpenAI, AWS Bedrock, Google Vertex AI).Ensure compliance with enterprise data governance, security, and AI ethics policies across all intelligent automation solutions.Continuously evaluate and integrate GenAI capabilities, including Now Assist and external LLMs, to enhance user experiences, employee productivity, and decision-making.Stay informed of ServiceNow’s evolving AI/ML roadmap, including new OOTB features and plugins, and provide strategic recommendations to key stakeholders. Required Skills and Qualifications: 15+ years of overall IT consulting and architecture experience.10+ years of hands-on experience with ServiceNow platform architecture, solution design, and enterprise deployments.3+ years working with AI/ML technologies within or outside ServiceNow — including predictive analytics, NLP, GenAI, chatbots, and intelligent process automation.In-depth knowledge of ServiceNow modules such as ITSM, ITOM, CMDB, HRSD, and CSM.Proven hands-on experience with ServiceNow’s native AI tools, including:Now Assist, Virtual Agent, AI SearchPredictive Intelligence, Task IntelligenceNLU/NLQ, Performance AnalyticsWorkflow Data FabricAI Control TowerExperience integrating external AI services (e.g., Azure AI, AWS SageMaker, Google Vertex AI) into ServiceNow.Proficient in JavaScript, REST/SOAP APIs, and both client/server-side ServiceNow scripting.Experience with cloud-native architecture, CI/CD pipelines, and DevOps practices for the ServiceNow ecosystem.Strong communication, stakeholder management, and leadership skills, with a consultative mindset.ServiceNow CSA and at least one CIS certification (e.g., ITSM, HRSD, or CSM) required.Bachelor's or Master’s degree in Computer Science, Information Systems, or a related field.

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