ServiceNow Platform Architect

Role: ServiceNow Platform Architect

Location: Santa Clara, CA (Remote)

Duration: 12+ Months

Mandatory Certification: ServiceNow Certified Technical Architect (CTA)

Job Description:

Role Responsibilities

Deploy and configure Now Assist capabilities including Generative AI AI Agents Virtual Agent NLU AI Search Issue Auto Resolution Task Intelligence and Document Intelligence across customer instances

Translate AI Transformation Architect blueprints into working configurations integrations and workflows following ServiceNow best practices

Rapidly prototype and iterate on AI use cases in alignment with customerdefined success metrics

Drive measurable AI adoption outcomes including active user rates workflow automation coverage and timetovalue for Now Assist features

Partner with AI Transformation Architects to execute customerspecific AI adoption roadmaps sprint plans and golive checklists

Facilitate customer workshops enablement sessions and handson training to build AI literacy and sustained usage

Surface and escalate adoption blockers technical organizational or behavioral and recommend targeted interventions

Serve as the ontheground technical expert for AIrelated questions issues and guidance across the customer lifecycle

Act as SME alongside AI Transformation Architects in customer steering meetings executive briefings and QBRs

Identify debug and advise on configuration conflicts data gaps or architecture issues that block AI activation

Document customer configurations AI use case outcomes and lessons learned to contribute to AI Adoption Team knowledge base and repeatability

Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry

Qualifications

7 years of ServiceNow configuration and implementation experience with demonstrated handson AI feature deployments

Handson experience deploying one or more of the following Now Assist GenAI AI Agents Virtual Agent NLU AI Search Task Intelligence or Document Intelligence

Understanding of AIML concepts including Large Language Models LLMs prompt engineering and Generative AI particularly in enterprise workflow contexts

Minimum 2 active ServiceNow CIS certifications ServiceNow Certified Application Developer CAD preferred

Demonstrated ability to influence and consult providing options with pros cons and risks in a complex and varied customer environment while providing thought leadership to customer sponsors and stakeholders in solving business process andor technical problems

Proven ability to translate customer business requirements into working platform configurations and deliver against sprintbased timelines

Experience with ServiceNow platform capabilities including Flow Designer Integration Hub Studio IDE APIs and Automated Test Framework to support AI data flows and configurations

Strong communication skills able to explain technical concepts to nontechnical stakeholders and lead enablement sessions confidently

Experience with AI adoption frameworks and change management methodologies preferred

Knowledge of enterprise AI governance data privacy considerations and responsible AI practices preferred

Experience with data management database design and database concepts

Strong interpersonal skills customercentric attitude and ability to operate within a culturally diverse environment

Proven ability to mentor junior consultants or lead technical workstreams

Analytical and problemsolving abilities with a keen eye for detail

Good presentation and reportwriting skills