Senior ServiceNow AI Solution Architect

We are looking for an experienced Senior ServiceNow AI Solution Architect to lead the design, implementation and optimisation of enterprise-scale ServiceNow solutions, combining ITSM, Employee Experience and AI-driven automation.

This is a senior architecture role for someone who can work across ServiceNow ITSM, Now Assist, AI Agents/Agentic AI, Virtual Agent, Employee Center, UI Builder, Performance Analytics and enterprise integrations.

Mandatory Skills

• ServiceNow ITSM/ITSM Pro
• ServiceNow AI Agents/Agentic AI
• Strong ServiceNow platform architecture experience
• Now Assist
• Virtual Agent
• IntegrationHub
• Service Portal/Employee Center
• UI Builder
• Performance Analytics
• Flow Designer
• Enterprise integrations

Key Responsibilities

• Lead the architecture, implementation and enhancement of ServiceNow ITSM solutions covering Incident, Problem, Change, Request, Knowledge and Major Incident Management.
• Design and implement Now Assist and AI-powered ServiceNow capabilities.
• Define and configure AI Agents, Agentic Workflows and AI-driven automation.
• Identify suitable business and operational use cases for Agentic AI.
• Design Virtual Agent topics and conversational workflows across ITSM, Service Catalog and Knowledge Management.
• Design modern employee experiences using Employee Center, Service Portal and UI Builder.
• Design dashboards, KPIs, scorecards and Performance Analytics solutions.
• Lead enterprise integrations using IntegrationHub, REST, SOAP, MID Server and IntegrationHub spokes.
• Provide solution architecture and technical leadership across ServiceNow transformation programmes.
• Work with business stakeholders, architects and delivery teams on discovery, roadmap and solution design.
• Provide technical guidance and mentoring to ServiceNow development and administration teams.
• Ensure solutions follow ServiceNow architecture and platform best practices.

Technical Experience

Strong hands-on experience with:

• JavaScript
• ServiceNow Scripting
• REST/SOAP APIs
• JSON/XML
• IntegrationHub and spokes
• MID Server
• Flow Designer
• ACLs
• Business Rules
• Client Scripts
• Catalog Development
• App Engine

AI & Automation

Candidates should have practical experience with AI-enabled ServiceNow solutions, including:

• Now Assist
• AI Agents
• Agentic AI/Agentic Workflows
• Virtual Agent
• Generative AI
• AI-driven ITSM automation
• AI governance, risk and security considerations

Experience & Certifications

• 10+ years of ServiceNow experience
• 5+ years delivering ServiceNow ITSM implementations
• Experience with Now Assist/Agentic AI implementations
• Experience leading large-scale ServiceNow transformation programmes
• ServiceNow CSA preferred
• CIS-ITSM preferred
• CAD preferred
• ServiceNow AI/Generative AI certification advantageous
• CTA highly desirable
• ITIL V4 qualification advantageous

Nice to Have

• AIOps
• Event Management
• CMDB/ITOM
• AI Governance/Responsible AI
• Multi-cloud environments
• Enterprise integration architecture
• Agentic AI adoption and operational governance