Domain Architect - ServiceNow,JavaScript

Experience: 10 to Not Available years

Location: Hyderabad, India

Skills: ServiceNow, ITSM, ITOM, Generative AI, AI/ML, Now Assist, Agentic AI, JavaScript, GlideScript, HTML, CSS, REST APIs, SOAP APIs, ITIL, Agile, Scrum, ServiceNow Certified Master Architect, ServiceNow Certified Technical Architect, ServiceNow Certified System Administrator, ServiceNow Certified Application Developer, ServiceNow Certified Implementation Specialist, Natural Language Processing, Large Language Models, AWS, Azure, GCP, Python

Job Summary
The Opportunity: We are seeking a highly skilled, innovative, and visionary ServiceNow Solution Architect with extensive experience in ITSM, ITOM and a strong passion for integrating Generative AI technologies. This pivotal role will lead the technical solutioning and architecture of all ServiceNow projects, from initial conception through to successful deployment, with a particular emphasis on ITSM and AI-driven enhancements.

Key Responsibilities
The Opportunity: We are seeking a highly skilled, innovative, and visionary ServiceNow Solution Architect with extensive experience in ITSM, ITOM and a strong passion for integrating Generative AI technologies. This pivotal role will lead the technical solutioning and architecture of all ServiceNow projects, from initial conception through to successful deployment, with a particular emphasis on ITSM and AI-driven enhancements.
As the overall solution architect, you will work closely with the ServiceNow Practice Head and various business teams to propose and implement cutting-edge ServiceNow solutions that address complex healthcare challenges within the Healthcare IT landscape. This role requires a unique blend of deep technical proficiency in ServiceNow development and architecture, strategic thinking, and leadership, specifically in leveraging AI/ML, Now Assist, and Agentic AI principles to enhance automation, user experience, and operational intelligence.



You will play a critical role in shaping our ServiceNow strategy and ensuring its successful implementation across the organization.

Responsibilities:
1. Strategic Solution Leadership & Architecture:
• Lead the technical solutioning process for all ServiceNow projects, ensuring alignment with business objectives, architectural standards, and the overall ServiceNow strategy.
• Define and communicate a explicit architectural vision and roadmap for the ServiceNow platform, ensuring alignment with Highmark Health's enterprise strategy.
• Establish and enforce architectural standards, governance policies, and development best practices.
• Lead the end-to-end design of scalable, resilient, and high-performing ServiceNow solutions, maximizing out-of-the-box functionality and minimizing technical debt. Conduct impact analysis for proposed architectural changes.
2. ServiceNow Development & Implementation:
• Lead the design, development, configuration, and implementation of complex ServiceNow solutions, primarily within the ITSM suite (Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge Management).
• Develop and maintain custom applications, modules, workflows, UI Policies, Business Rules, Client Scripts, Script Includes, and ACLs, ensuring adherence to best practices and coding standards.
• Design and implement robust integrations between ServiceNow and other enterprise systems using various technologies (REST/SOAP APIs, MID Servers, IntegrationHub).
• Perform code reviews, ensure quality assurance, and provide technical guidance to development teams.
3. Generative AI & Agentic AI Strategy & Implementation:
• Now Assist & Gen AI Deployment: Strategically design, configure,



and deploy ServiceNow Now Assist features across ITSM and other relevant modules to significantly enhance agent productivity and user self-service. This includes:
o Implementing and optimizing intelligent summarization, intelligent routing, and task automation using Gen AI.
o Developing and refining AI-powered search capabilities for knowledge and service catalog.
o Customizing and expanding conversational AI experiences within Virtual Agent leveraging Now Assist capabilities.
• Agentic AI Principles: Be a thought leader in applying Agentic AI principles to design and build intelligent automation solutions within ServiceNow, where autonomous agents can proactively identify patterns, suggest solutions, and execute predefined actions with increasing autonomy.
• Evaluate, prototype, and integrate custom Gen AI models or leverage ServiceNow's AI capabilities to create bespoke, cutting-edge solutions.
4. Integration, Data Architecture & Optimization:
• Design comprehensive integration strategies and architectures for connecting ServiceNow with critical external systems.
• Optimize data models within ServiceNow, including CMDB and CSDM, ensuring data integrity and consistency.
• Identify and champion opportunities to leverage AI/ML within ITSM processes for predictive analytics, root cause analysis, automation, and enhanced service delivery.
• Optimize CMDB and Service Catalog through AI-driven insights for data quality, mapping, and user experience.
• Implement and analyze AI-driven reporting and dashboards to measure the impact of Gen AI initiatives.
5. Security, Compliance & Technical Leadership:
• Architect secure solutions within ServiceNow, considering roles, groups, ACLs, authentication, and compliance with healthcare regulations (e.g., HIPAA) and internal policies.
• Act as a technical subject matter expert for ServiceNow ITSM and Generative AI, providing expert guidance, mentorship, and training to development teams and stakeholders.
• Foster a culture of innovation, continuous learning, and improvement within the team.

📌 Domain Architect ServiceNow,JavaScript (Secunderabad)
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