ServiceNow ITSM Solutions Architect (Conversational & Agentic AI Enablement)

Overview

On Site
$90+
Contract - W2
Contract - 6 Month(s)

Skills

IT Service Management
Configuration Management Database
ServiceNow
Solution Architecture

Job Details

Job Title: ServiceNow ITSM Solutions Architect (Conversational & Agentic AI Enablement)

Location: Sunnyvale, CA (Onsite)

Type: Contract (6+ Months, Possible Extension/Conversion)

About the Role:

We re seeking an experienced ServiceNow ITSM Solutions Architect to lead platform optimization and AI-driven transformation initiatives. This role is ideal for someone who understands deep ServiceNow architecture and is excited about enabling conversational and agentic AI capabilities across the ITSM ecosystem. You ll work closely with cross-functional teams to modernize workflows, improve platform readiness, drive AI adoption, and ensure the ServiceNow environment is engineered for scale, intelligence, and exceptional employee experience.

Roles and Responsibilities:

AI Enablement & Optimization

  • Evaluate current conversational AI integrations (e.g., virtual agents, AI assistants) and identify opportunities to improve performance and deflection.
  • Identify gaps in ServiceNow knowledge base, catalog items, forms, and workflows to improve AI accuracy.
  • Develop strategies, frameworks, and roadmaps for adopting predictive intelligence and agentic AI within ITSM.
  • Platform Strategy & Readiness
  • Assess platform limitations, technical debt, and process inefficiencies that hinder AI effectiveness.
  • Lead upgrades, feature evaluations, and ServiceNow roadmap planning.
  • Build and maintain a 30/60/90-day adoption plan for new AI and platform capabilities.

Solution Architecture & Delivery

  • Design advanced fulfiller workflows and architect scalable ServiceNow solutions.
  • Leverage predictive intelligence, Now Assist, and scoped app development to drive automation.
  • Partner with development teams to deliver enhancements, ensuring alignment with governance, CRB, and change management processes.
  • Lead POCs, demos, and enablement sessions to accelerate adoption.

Stakeholder Partnership

  • Collaborate with ITSM leaders, product owners, and other architects to define end-to-end enterprise solutions.
  • Translate complex technical concepts into actionable plans for both technical and non-technical stakeholders.
  • Ensure platform enhancements align with measurable business outcomes.

Skills and Qualifications Required:

  • 10+ years of ServiceNow experience in solutioning, design, and end-to-end delivery.
  • Deep expertise in ITSM, including Incident, Request, Change, Knowledge, and CMDB.
  • Strong experience designing and optimizing ServiceNow for conversational AI platforms (Moveworks, Aisera, Virtual Agent, etc. preferred).
  • Hands-on knowledge of Predictive Intelligence, Now Assist, Virtual Agent, and scoped app development.
  • Proven experience leading ServiceNow upgrades, feature adoption, and roadmap strategy.
  • Strong stakeholder management, communication, and presentation skills.
  • Ability to conduct POCs, demos, training, and technical enablement sessions.

About Us:

Founded in 2009, IntelliPro is a global leader in talent acquisition and HR solutions. Our commitment to delivering unparalleled service to clients, fostering employee growth, and building enduring partnerships sets us apart. We continue leading global talent solutions with a dynamic presence in over 160 countries, including the USA, China, Canada, Singapore, Japan, Philippines, UK, India, Netherlands, and the EU.

IntelliPro, a global leader connecting individuals with rewarding employment opportunities, is dedicated to understanding your career aspirations. As an Equal Opportunity Employer, IntelliPro values diversity and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected group status. Moreover, our Inclusivity Commitment emphasizes embracing candidates of all abilities and ensures that our hiring and interview processes accommodate the needs of all applicants. Learn more about our commitment to diversity and inclusivity at ;/p>

Compensation: The pay offered to a successful candidate will be determined by various factors, including education, work experience, location, job responsibilities, certifications, and more. Additionally, IntelliPro provides a comprehensive benefits package, all subject to eligibility.

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