Overview
ServiceNow ITSM Product Governance, AI & Agentic Engineering (Now Assist, Predictive Intelligence, AI Search, Virtual Agent), Enterprise Integration Engineering, ITSM Modernization.
In this role, you’ll wear three hats:
ServiceNow Product Architecture: own the Product architecture and design authority for ServiceNow ITSM and related modules — Product roadmap, data model, CMDB strategy, and module design standards. Lead reviews for significant development efforts, ensuring scalable, maintainable design across ITSM, Mobile App, Virtual Agent, and Employee Center Pro (ECPro). Partner with IT and business groups to translate requirements into technical solutions, including incident management, service catalogs, UI, taxonomy, and process design.
AI Engineer: design, build, and implement ServiceNow’s AI and intelligence capabilities — Now Assist (generative AI), Predictive Intelligence (ML-based classification and routing), AI Search, and Virtual Agent conversational flows. Configure and tune models for ITSM use cases, evaluate recent AI capabilities for enterprise fit,



and treat data quality and CMDB health as a precondition for AI performance.
Integration & Automation Engineer: design, develop, and implement integrations between ServiceNow and enterprise systems using REST, SOAP, MID Server, and IntegrationHub. Build automation and workflow solutions using Flow Designer, Business Rules, and scripted REST APIs, ensuring seamless data flow and process automation across ITSM and adjacent domains.
Responsibilities
Architect and maintain the ServiceNow Product roadmap, data model, and integration architecture supporting global IT operations.
Implement and tune Now Assist, Predictive Intelligence, AI Search, and Virtual Agent capabilities for production use, not pilots.
Design and build integrations between ServiceNow and enterprise systems — ERP, monitoring, identity, and HR platforms.
Build automation and workflow solutions using Flow Designer, IntegrationHub, and scr

📌 Architect - ServiceNow Product Engineer (India)
🏢 PepsiCo
📍 India