Key Responsibilities

1. ServiceNow Architecture and Delivery

·       Lead solution architecture for ServiceNow workflow automation, AI Agent-enabled processes, and enterprise BPO solutions

·       Translate business processes, intake forms, approval flows, operational controls, and reporting requirements into scalable ServiceNow designs

·       Design human-in-the-loop controls, escalation paths, exception handling, auditability, and operational fallback mechanisms

·       Provide hands-on technical direction across platform configuration, scripting, workflow design, integrations, testing, and release readiness

2. Platform Engineering and Development Governance

·       Establish and enforce standards for ServiceNow configuration, custom development, naming, documentation, testing, source control, and deployment

·       Review vendor- and offshore-developed configurations, scripts, workflows, integrations, update sets, and related artifacts for quality and maintainability

·       Ensure solution changes are linked to requirements and work items, independently testable, and ready for controlled promotion across development, UAT, and production

·       Define reusable patterns for Flow Designer, IntegrationHub, APIs, notifications, approvals, data models, security roles, and exception management

3. Integration and AI Coordination

·       Lead ServiceNow-side integration design with Azure AI services, enterprise APIs, SAP, data platforms, RPA solutions, and other business systems

·       Understand the end-to-end flow across ServiceNow, Azure AI, APIs, and integrated systems well enough to design reliable interfaces, troubleshoot integration issues, and hold vendors accountable for integration quality

·       Define clear interface contracts, data mappings, error handling, logging, monitoring, and ownership boundaries between ServiceNow and external components

·       Partner with the Lead Automation Architect to determine which logic belongs in ServiceNow workflows and which belongs in Azure-based AI or integration services

·       Support the orchestration of ServiceNow AI Agent, Virtual Agent, and external AI services while maintaining auditability and operational control

·       Lead knowledge transfer from external vendors and offshore resources into our client, and convert it into reusable documentation, standards, and runbooks

·       Mentor internal engineers and gradually reduce dependency on external vendors for core ServiceNow delivery

4. Stakeholder and Cross-Cultural Leadership

·       Partner with U.S., Japan, vendor, offshore, and business stakeholders across technical and non-technical audiences

·       Prepare structured design documents, decision logs, architecture summaries, progress updates, and executive-level explanations

·       Work effectively in a Japanese corporate environment where alignment, documentation, relationship-building, and measured decision-making are important

·       Maintain accountability for technical quality, delivery outcomes, and transparent communication of risks and dependencies

Required Skills and Experience

·       6+ years of experience in enterprise application development, ServiceNow architecture, workflow automation, or related platform engineering

·       Hands-on experience designing and implementing ServiceNow workflows, integrations, customizations, and enterprise applications

·       Strong experience with Flow Designer, IntegrationHub, APIs, scripting, platform security, data models, and environment promotion practices

·       Experience leading technical delivery across requirements, architecture, build, code and configuration review, UAT, release, and stabilization

·       Proven ability to review vendor-developed solutions for maintainability, security, scalability, and alignment with architecture standards

·       Experience establishing SDLC practices, development standards, technical governance, and release controls

·       Experience mentoring engineers and transferring knowledge from system integrators or consulting partners to internal teams

·       Strong API, integration, and data-flow design experience across enterprise systems

·       Solid understanding of end-to-end integration architecture between ServiceNow and external systems, including Azure AI services, REST APIs, authentication (OAuth/JWT), payload structure (JSON), synchronous versus asynchronous processing, and error handling

·       Experience working with distributed teams, external vendors, offshore resources, and business stakeholders

·       Excellent written and verbal communication skills in English, including clear technical documentation and executive summaries

·       Must be legally authorized to work in the United States

Technical Competencies

·       ServiceNow platform architecture, configuration, JavaScript scripting, Flow Designer, IntegrationHub, REST/SOAP APIs, security roles, and deployment practices

·       ServiceNow AI Agent and Virtual Agent concepts, including workflow orchestration, human review, escalation, and exception handling

·       Enterprise integration patterns, interface contracts, data mapping, authentication, logging, monitoring, and resilient error handling

·       Ability to understand and reason about the overall solution architecture, including how ServiceNow interacts with Azure AI components, APIs, data flows, and downstream systems, even when the AI logic itself is owned by the Lead Automation Architect

·       Software engineering governance using GitHub or Azure DevOps, pull requests, code review, work-item traceability, CI/CD, and release controls

·       Operational readiness, including runbooks, support models, observability, auditability, and controlled production change

·       Security and compliance fundamentals, including access control, secrets management, privacy, data handling, and enterprise change management

Preferred Qualifications

·       Experience with ServiceNow AI Agent, Virtual Agent, Now Assist, or AI-enabled workflow initiatives

·       Experience integrating ServiceNow with Azure OpenAI, Azure AI Foundry, Azure Functions, or other AI and integration services

·       Experience with BPO, shared services, invoice processing, procurement, contract creation, finance operations, or workflow automation

·       Experience with SAP, RPA platforms, Snowflake, enterprise data platforms, or complex API-based integrations

·       Experience building a ServiceNow center of excellence, platform team, or internal engineering practice

·       Experience working with Japanese companies or Japan-U.S. cross-cultural teams; Japanese language ability is a plus but not required

·       Relevant ServiceNow certifications are strongly preferred

What Success Looks Like

·       ServiceNow architecture is clear, documented, secure, scalable, and implementable

·       Vendor and offshore deliverables are reviewable, traceable to work items, and meet agreed engineering standards

·       Releases avoid preventable environment gaps, dependency surprises, and undocumented manual steps

·       ServiceNow and Azure responsibilities are clearly separated with reliable, supportable integration contracts

·       Our Client engineers can increasingly own ServiceNow design, implementation, review, release, and support

·       Reusable standards, templates, documentation, and operating practices are established for future automation projects

·       Trust is built with U.S., Japan, business, vendor, and offshore stakeholders through structured communication and reliable technical leadership