Servicenow architect

2 weeks ago

Bangalore, India Brillio Full time

Lead the end-to-end architecture and design of Service Now solutions across ITSM, ITOM, HRSD, CSM, or other modules, with an emphasis on AI/ML integration. Design and implement AI-powered workflows , including predictive intelligence, virtual agents, AIOps, and machine learning solutions within the Service Now ecosystem. Collaborate with cross-functional teams to identify automation opportunities and optimize business processes using Service Now and AI. Define and document Service Now architecture standards , patterns, and best practices aligned with enterprise IT strategies. Provide technical leadership and mentoring to Service Now developers and platform engineers. Lead complex platform upgrades, migrations, and custom integrations with other systems and tools (e.g., AI services from Azure, AWS, GCP). Ensure compliance with data security, privacy, and governance policies, especially with AI-based implementations. Evaluate and integrate Gen AI capabilities (e.g., Service Now Now Assist, Gen AI integrations) to enhance user experience and operational efficiency. Stay updated on Service Now and AI/ML roadmap developments , and recommend new features, plugins, or capabilities that align with business goals. Required Skills and Qualifications: Overall 15+ years of experience of IT consulting 10+ years of experience in Service Now platform architecture, design, and development. 3+ years of experience working with AI/ML technologies , including predictive analytics, natural language processing (NLP), chatbots, and/or Gen AI tools. Strong expertise in Service Now platform modules : ITSM, ITOM, CMDB, HRSD, CSM, or others. Hands-on experience with Service Now Virtual Agent, Predictive Intelligence, Performance Analytics , and AI Search. Proven experience integrating external AI platforms (Azure AI, AWS Sage Maker, Google Vertex AI) with Service Now. Proficient in Java Script, REST/SOAP APIs, and Service Now scripting (client/server side). Experience with cloud architecture and Dev Ops practices (CI/CD, automated testing). Excellent communication, leadership, and stakeholder management skills. Service Now Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) – at least one module. Bachelor's or Master’s degree in Computer Science, Information Systems, or related field. Preferred Qualifications: Service Now Certified Technical Architect (CTA) or Master Architect designation. AI/ML certifications from major cloud providers (e.g., AWS Machine Learning , Azure AI Engineer Associate , etc.). Experience with Gen AI frameworks , LLMs , or Service Now’s Now Assist and AI Studio. Knowledge of ITIL frameworks and experience implementing ITIL-compliant processes.

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