Senior Architect - ServiceNow AI-2
ZEISS Group2 hours ago
Bengaluru, IndiaSenior
Responsibilities
- Design and continuously improve standard-oriented ServiceNow solutions with process owners, product owners, and platform stakeholders.
- Translate business needs into functional and technical requirements aligned with platform standards, compliance, governance, and lifecycle requirements.
- Own solution architecture across ServiceNow products, integrations, data flows, and operating processes.
- Ensure security, quality, scalability, maintainability, and operational stability of managed products and solutions.
- Define and evolve ServiceNow AI architecture using Now Assist, GenAI, Predictive Intelligence, Virtual Agent, and AI-powered workflows.
- Identify, evaluate, and implement AI use cases for user experience, workflow automation, knowledge quality, ticket resolution, and decision support.
- Integrate ServiceNow AI capabilities with enterprise data sources, knowledge bases, APIs, and approved external AI or ML services.
- Optimize prompts, model usage, data quality, and operating processes for scalable, cost-efficient, measurable business value.
- Guide and mentor product teams on AI-enabled ServiceNow solutions and contribute to DevOps delivery and operational practices.
Requirements
- Completed degree in computer science, business informatics, engineering, or a comparable qualification.
- Extensive professional experience as a ServiceNow Solution Architect, Application Specialist, Business Analyst, or in a comparable role in a global enterprise environment.
- Proven experience designing, implementing, and operating ServiceNow solutions, ideally including AI-enabled capabilities.
- Strong experience with ServiceNow implementation projects, stakeholder management, and external-system integration.
- Experience with agile or hybrid delivery models and strong teamwork, ownership, and result orientation.
- Knowledge of ServiceNow platform architecture, configuration, development concepts, and lifecycle management.
- Practical knowledge of Now Assist, GenAI, Predictive Intelligence, Virtual Agent, NLP/NLU, and automation use cases.
- Understanding of AI/ML concepts, prompt engineering, AI governance, data quality, and responsible AI operations.
- Experience with integrations, APIs, enterprise data sources, knowledge management, and data pipelines for AI-enabled use cases.
- Ability to translate business requirements into scalable, secure, maintainable, standard-oriented ServiceNow solutions.
- Strong communication, consulting, analytical thinking, and stakeholder management skills.
- ServiceNow development or full-stack development knowledge is advantageous; ITIL Foundation and project management certification are also advantageous.
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