Executive Summary :

We are seeking a forward-thinking, delivery-focused ServiceNow Product & Solution Architect to lead the technical design and implementation of ServiceNow modules embedded with Now Assist and Agentic AI capabilities.

In this role, you will bridge traditional functional solutioning with cutting-edge AI capabilities. You will design end-to-end solutions across various ServiceNow suites (e.g. ITSM, CSM, HRSD, SPO, EA, SecOps, AIOps), ensuring that Generative AI, autonomous AI agents, and intelligent workflows are natively woven into every business process we deliver.

You will be responsible for turning business requirements into scalable, resilient, and secure AI-powered solutions that deliver tangible automation, faster resolution times, and superior user experiences.

Key Responsibilities :

1. AI-First Solution Design & Module Implementation :

- Lead the end-to-end architecture and technical design for ServiceNow module rollouts across core suites, embedding Now Assist (GenAI) capabilities from inception.
- Architect and implement Agentic AI workflowsenabling autonomous agents to execute multi-step tasks, orchestrate actions using Workflow Data Fabric, Agent Fabric, and Service Graphs, resolving user requests with minimal human intervention.
- Define and configure domain-specific AI skills, generative summaries, automated resolution notes, and conversational experiences across Service Portal, Next Experience Workspaces, and Chat channels.
- Incorporate robust service design principles to ensure high availability, scalability, and seamless user adoption.

2. Risk Mitigation, Security & AI Governance :

- Architect explicit risk-mitigation patterns for autonomous AI features, including fallback pathways, rate-limiting, and Human-in-the-Loop (HITL) approval gates.
- Ensure underlying platform data, knowledge bases, and the Common Service Data Model (CSDM) are structured to optimise AI accuracy, retrieval-augmented generation (RAG), and context awareness safely.
- Design, test, and tune prompts, fallback logic, and agent orchestration rules to guarantee agentic workflows execute within strict security and compliance boundaries.

3.



Quality Assurance, Testing & Observability :

- Establish comprehensive functional and non-functional testing frameworks, leveraging the Automated Test Framework (ATF) to maintain robust regression testing suites across upgrades and AI model iterations.
- Implement end-to-end observability, telemetry, and platform diagnostics (monitoring latency, transaction logs, Now Assist skill performance, and instance health) to ensure high operational stability.
- Partner with business product owners and testing teams during UAT to validate functional accuracy, non-functional performance, and AI fidelity (e.g., intent recognition accuracy, task completion success rates).

4. Delivery & Technical Oversight :

- Guide development squads through the agile delivery lifecycle, taking a hands-on approach to configuring and troubleshooting Now Assist features, Virtual Agent topics, and platform workflows.
- Conduct rigorous code and solution reviews to ensure custom components do not bypass standard platform patterns or break native AI capabilities.
- Monitor Now Assist analytics and deflection metrics to continuously refine AI performance, staying ahead of ServiceNows rapid AI release cycles for rapid feature adoption.

Required Skills & Qualifications :

Qualified Experience :

- 9 years of hands-on experience designing, configuring, and solutioning on the ServiceNow platform.
- Proven experience implementing Now Assist (GenAI), Virtual Agent, NLU/NLP, or predictive/agentic capabilities within production ServiceNow environments.
- Practical understanding of Agentic AI concepts (e.g., autonomous task execution, tool use/API orchestration, prompt structuring, conditional guardrails).
- Strong practical expertise in modern ServiceNow application development frameworks : Flow Designer,



Workflow Data Fabric / Integration Hub, Process Automation Designer (PAD), Next Experience UI Builder, Workspace, and REST/GraphQL APIs.
- Solid experience in defining testing strategies, writing/maintaining ATF test suites, and monitoring platform observability/performance.

Certifications :

- Required : ServiceNow Certified System Administrator (CSA)
- Required : ServiceNow Certified Application Developer (CAD)
- Highly Desirable : ServiceNow Certified Architecture Excellence (ArchX)
- Highly Desirable : ServiceNow Micro-Certification Now Assist / Generative AI
- Highly Desirable : ServiceNow Certified Implementation Specialist (CIS) in core modules (e.g., CIS-ITSM, CIS-CSM, CIS-HRSD, CIS-SPM)

Key Competencies :

- AI-First Mindset : Constantly asking "How can an AI agent or Now Assist simplify or automate this step?" rather than defaulting to traditional form-and-field design.
- Resilient Service Architect : Strong foresight in identifying operational risks, failure modes, and security implications when deploying automated workflows.
- Pragmatic Delivery : Focus on delivering working, high-value software quickly without over-engineering custom code.
- Technical Communication : Ability to explain complex AI agent orchestration, safety boundaries, and testing outcomes to business stakeholders clearly.

Key Performance Indicators (KPIs) :

- AI Adoption & Deflection : Successful rollout and uptake of Now Assist skills and agentic workflows (e.g., self-service deflection, automated incident closure).
- Implementation Success & Quality : On-time delivery of AI-enabled ServiceNow modules meeting functional, non-functional, and performance standards.
- Regression & Stability Rate : High automated test coverage (ATF) leading to zero critical regression defects during platform upgrades or AI model updates.
- Agentic Task Accuracy & Risk Control : High success rates and zero unhandled failures/breaches in autonomous AI agent tasks.
- OOB Compliance : Maximising native Now Assist capabilities and standard configurations to maintain platform maintainability.

📌 ServiceNow Product & Solution Architect (India)
🏢 Tidyhire
📍 India