Senior ServiceNow Architect – ITSM/ITOM & AI

Grand Rapids, MI

Full Time/ Contract

Position Overview

Architect enterprise-wide ServiceNow solutions that modernize ITSM and ITOM operations while leveraging AI and automation to improve workflows, accelerate mean-time-to-resolution (MTTR), and drive operational efficiency. This role combines enterprise platform architecture, ServiceNow AI capabilities, deep development and integration expertise, CMDB governance, and end-to-end platform deployment leadership.

What You'll Do / Key Responsibilities

• Architect scalable, enterprise-wide target-state visions for the ServiceNow Now Platform.
• Lead ITSM and ITOM modernization initiatives.
• Deploy and leverage ServiceNow AI solutions, including Now Assist, Generative AI, Predictive Intelligence, NLU Virtual Agents, Agent Assist, and AIOps.
• Architect and implement solutions across Service Catalog, Integration Hub, CMDB, Flow Designer, and Service Portal.
• Develop complex ServiceNow custom applications using JavaScript and GlideRecord.
• Establish CMDB governance and support scalable platform architecture.
• Design and manage integrations using Integration Hub, REST/SOAP Web Services, and Mid Server Configuration.
• Apply ServiceNow security capabilities including OAuth, SSO, ACL Security, and Domain Separation.
• Orchestrate seamless, end-to-end platform deployments.
• Apply architecture and governance practices, including Performance Analytics and Automated Test Framework (ATF).
• Provide Agile/Scrum leadership.

Required Qualifications

• Enterprise-wide ServiceNow / Now Platform architecture expertise.
• ITSM and ITOM expertise, including Discovery, Service Mapping, and Event Management.
• Experience with ServiceNow AI and automation capabilities, including Now Assist, Generative AI, Predictive Intelligence, NLU Virtual Agents, Agent Assist, and AIOps.
• Strong knowledge of Service Catalog, Integration Hub, CMDB, Flow Designer, and Service Portal.
• Strong ServiceNow development and scripting skills, including JavaScript, GlideRecord, Script Includes, Business Rules, Client Scripts, UI Policies/Actions, and Flow Designer.
• Experience with integrations and security, including REST/SOAP Web Services, Mid Server Configuration, OAuth, SSO, ACL Security, and Domain Separation.
• Experience with solution architecture, scalable target-state platform visions, CMDB governance, and end-to-end platform deployments.

Preferred Qualifications

• Performance Analytics.
• Automated Test Framework (ATF).
• Agile/Scrum leadership.