ServiceNow Architect-NowAssist

Strategic Solution Leadership & Architecture:

Lead the technical solutioning process for all ServiceNow projects, ensuring alignment with business objectives, architectural standards, and the overall ServiceNow strategy.

Define and communicate a clear architectural vision and roadmap for the ServiceNow platform, ensuring alignment with Highmark Health's enterprise strategy.

Establish and enforce architectural standards, governance policies, and development best practices.

Lead the end-to-end design of scalable, resilient, and high-performing ServiceNow solutions, maximizing out-of-the-box functionality and minimizing technical debt. Conduct impact analysis for proposed architectural changes.

ServiceNow Development & Implementation:

Lead the design, development, configuration, and implementation of complex ServiceNow solutions, primarily within the ITSM suite (Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge Management).

Develop and maintain custom applications, modules, workflows, UI Policies, Business Rules, Client Scripts, Script Includes, and ACLs, ensuring adherence to best practices and coding standards.

Design and implement robust integrations between ServiceNow and other enterprise systems using various technologies (REST/SOAP APIs, MID Servers, IntegrationHub).

Perform code reviews, ensure quality assurance, and provide technical guidance to development teams.

Generative AI & Agentic AI Strategy & Implementation:

Now Assist & Gen AI Deployment: Strategically design, configure, and deploy ServiceNow Now Assist features across ITSM and other relevant modules to significantly enhance agent productivity and user self-service. This includes: