ServiceNow Architect – NowAssist ITSM

About

Must Have Technical/Functional Skills

• 8+ years of hands-on ServiceNow platform experience, with deep focus on ITSM architecture and operations.
• Proven experience designing and building AI Agents on ServiceNow, beyond standard Now Assist capabilities (mandatory).
  • Includes agent workflows, autonomous decisioning, contextual reasoning, orchestration, and escalation logic.

Strong Expertise In Now Assist For ITSM, Including

• Incident summarization
• Case deflection
• Intelligent routing
• Virtual Agent integration with AI Agents

Advanced ServiceNow Development Skills

• Script Includes, Business Rules, Client Scripts

• Flow Designer, Workflows

• ACLs, performance optimization

• Strong understanding of ServiceNow data model, CMDB, and ITSM processes (Incident, Problem, Change, Request).

• Experience integrating ServiceNow with enterprise systems using REST / APIs, MID Server, and event-driven patterns.

• Solid knowledge of ServiceNow platform governance, upgrades, releases, and best practices.

Roles & Responsibilities

• Serve as the onshore ServiceNow Architect supporting the ITSM onsite operations team.
• Design, Build, And Deploy AI Agents On ServiceNow, Enabling:
  • Automated incident triage
  • Root cause analysis assistance
  • Context-aware recommendations
  • Autonomous remediation workflows
• Lead architecture and solution design for Now Assist ITSM implementations, ensuring AI capabilities are embedded into ITSM use cases.
• Act as the technical escalation point for complex ITSM and platform issues.
• Drive integration design and execution between ServiceNow and upstream/downstream enterprise systems.

Own Platform-level Decisions Including

• Customization strategy
• Reusability
• Performance and security controls

Collaborate Closely With

• IT operations

• Business stakeholders

• Offshore development teams

• Ensure operational stability, platform hygiene, and continuous improvement of ITSM AI capabilities

Generic Managerial Skills, If any

• Strong stakeholder communication and onshore coordination skills.
• Ability to work directly with client leadership, operations teams, and architects.
• Mentoring and guiding offshore teams on AI Agent design and ServiceNow best practices.
• High ownership, accountability, and problem-solving mindset in a live operations environment.

Education

• Bachelor’s degree in computer science/engineering/inf ormation systems or similar technical area

Salary Range

• $140000 - $150000 a year

Qualifications

• BACHELOR OF COMPUTER SCIENCE