Servicenow ITSM/ITOM

ServiceNow ITSM & AI Architect

Position Overview

We are looking for an experienced ServiceNow
ITSM & AI Architect to lead and drive AI-led transformation
initiatives across IT Service Management processes. The ideal candidate
will have strong expertise in ServiceNow ITSM, AI/GenAI capabilities,
enterprise architecture, and IT process transformation, with the ability to
align AI solutions with business and ITSM objectives.

The candidate will work closely with
business stakeholders, IT leadership, enterprise architects, and technical
teams to identify AI opportunities, define the target architecture, and deliver
scalable solutions that improve service efficiency, automation, user
experience, and operational outcomes.

Key Responsibilities

• Lead the architecture, design, and implementation of ServiceNow
  ITSM solutions across enterprise environments.
  
• Drive AI-led transformation initiatives across ITSM
  processes and operations.
  
• Identify opportunities to leverage AI, Generative AI,
  automation, and machine learning to improve IT service management.
  
• Align AI capabilities with ITSM processes including:
  
• Incident Management
  
• Problem Management
  
• Change Management
  
• Request Management
  
• Knowledge Management
  
• Service Level Management
  
• Define enterprise architecture and roadmap for integrating AI
  capabilities with ServiceNow ITSM.
  
• Evaluate and recommend AI use cases that deliver measurable
  improvements in service quality, productivity, and operational efficiency.
  
• Design solutions for AI-assisted incident resolution,
  intelligent ticket classification, summarization, knowledge
  recommendations, virtual agents, and automated service operations.
  
• Collaborate with business stakeholders and IT leadership to
  understand current-state processes, pain points, and future-state
  requirements.
  
• Lead architecture workshops and translate business requirements
  into scalable technical solutions.
  
• Establish architecture standards, design principles, governance
  frameworks, security controls, and best practices for AI-enabled ITSM.
  
• Design integrations between ServiceNow and enterprise AI, cloud,
  data, monitoring, and automation platforms.
  
• Assess AI solutions for security, privacy, scalability,
  performance, reliability, and responsible AI considerations.
  
• Provide technical leadership to ServiceNow developers, consultants,
  business analysts, and implementation teams.
  
• Review and approve solution designs, integration patterns,
  technical specifications, and implementation approaches.
  
• Define automation opportunities using ServiceNow workflows, Flow
  Designer, IntegrationHub, AI capabilities, and orchestration.
  
• Support architecture governance, technical design reviews, risk
  assessments, estimation, and program planning.
  
• Develop executive-level presentations and recommendations for
  AI-driven ITSM transformation.
  
• Mentor technical teams and promote adoption of AI and automation
  best practices.
  

Must-Have Skills

• Strong ServiceNow ITSM experience.
  
• Proven experience as a ServiceNow Architect / Solution Architect
  / Technical Architect.
  
• Strong understanding of:
  
• Incident Management
  
• Problem Management
  
• Change Management
  
• Request Management
  
• Knowledge Management
  
• Service Catalog
  
• Service Level Management
  
• Hands-on or architectural experience with ServiceNow AI
  capabilities.
  
• Strong understanding of Generative AI / AI / Machine Learning
  concepts.
  
• Experience identifying and implementing AI use cases within ITSM.
  
• Strong enterprise architecture and solution design skills.
  
• Experience with ServiceNow integrations and APIs.
  
• Strong stakeholder management and communication skills.
  
• Experience leading architecture workshops and transformation
  programs.