<p>ServiceNow Architect - NowAssist ITSM</p> <p>Must Have Technical/Functional Skills</p> <p>8+ years of hands-on ServiceNow platform experience, with deep focus on ITSM architecture and operations.</p> <p>Proven experience designing and building AI Agents on ServiceNow, beyond standard Now Assist capabilities (mandatory).</p> <ul> <li>Includes agent workflows, autonomous decisioning, contextual reasoning, orchestration, and escalation logic. </li></ul> <p>Strong expertise in Now Assist for ITSM, including:</p> <ul> <li>Incident summarization </li><li>Case deflection </li><li>Intelligent routing </li><li>Virtual Agent integration with AI Agents </li></ul> <p>Advanced ServiceNow development skills:</p> <ul> <li>Script Includes, Business Rules, Client Scripts </li><li>Flow Designer, Workflows </li><li>ACLs, performance optimization </li></ul> <p>Strong understanding of ServiceNow data model, CMDB, and ITSM processes (Incident, Problem, Change, Request).</p> <p>Experience integrating ServiceNow with enterprise systems using REST / APIs, MID Server, and event-driven patterns.</p> <p>Solid knowledge of ServiceNow platform governance, upgrades, releases, and best practices.</p> <p>Roles & Responsibilities</p> <p>Serve as the onshore ServiceNow Architect supporting the ITSM onsite operations team.</p> <p>Design, build, and deploy AI Agents on ServiceNow, enabling:</p> <ul> <li>Automated incident triage </li><li>Root cause analysis assistance </li><li>Context-aware recommendations </li><li>Autonomous remediation workflows </li></ul> <p>Lead architecture and solution design for Now Assist ITSM implementations, ensuring AI capabilities are embedded into ITSM use cases.</p> <p>Act as the technical escalation point for complex ITSM and platform issues.</p> <p>Drive integration design and execution between ServiceNow and upstream/downstream enterprise systems.</p> <p>Own platform-level decisions including:</p> <ul> <li>Customization strategy </li><li>Reusability </li><li>Performance and security controls </li></ul> <p>Collaborate closely with:</p> <ul> <li>IT operations </li><li>Business stakeholders </li><li>Offshore development teams </li></ul> <p>Ensure operational stability, platform hygiene, and continuous improvement of ITSM AI capabilities</p> <p>Generic Managerial Skills, If any</p> <p>Strong stakeholder communication and onshore coordination skills.</p> <p>Ability to work directly with client leadership, operations teams, and architects.</p> <p>Mentoring and guiding offshore teams on AI Agent design and ServiceNow best practices.</p> <p>High ownership, accountability, and problem-solving mindset in a live operations environment.</p> <p>Education</p> <p>Bachelor's degree in computer science/engineering/inf ormation systems or similar technical area</p> <p>Salary Range: $140000 - $150000 a year</p> <p>#LI-JH1</p>