ServiceNow Solution Architect - Now Assist, AI Agents Agentic A

Role Title

ServiceNow Solution Architect - Now Assist Agentic AI

Experience

10-15 Years

Location

Bangalore / Chennai

Role Summary

We are seeking an experienced ServiceNow Solution Architect to lead the design, architecture, and implementation of enterprise-scale ServiceNow AI, Now Assist, Generative AI, and Agentic AI solutions . The architect will define end-to-end solution architecture, drive AI-enabled workflow transformation, establish governance frameworks, and deliver scalable ServiceNow platform solutions that improve employee and customer experiences.

The role focuses on leveraging:

- ServiceNow Now Platform
- Now Assist
- AI Agents
- Agentic AI Frameworks
- ITSM, ITOM, ITAM, CSM
- Workflow Automation
- Knowledge Management
- Integration Hub
- Enterprise AI Ecosystem

Key Responsibilities

1. ServiceNow Solution Architecture

Define and own enterprise architecture for:

- ServiceNow Platform Solutions
- ITSM Transformation Programs
- Employee Experience Solutions
- Customer Service Workflows
- AI-powered Service Management
- Enterprise Workflow Automation

Develop architecture blueprints for:

- Scalable ServiceNow implementations
- Multi-instance environments
- AI-enabled workflows
- Enterprise service portals
- Digital employee experiences

Provide architectural governance across ServiceNow transformation initiatives.

2. Now Assist Generative AI Architecture

Design and implement ServiceNow AI capabilities including:

- Now Assist for ITSM
- Now Assist for CSM
- Virtual Agent
- GenAI-powered Knowledge Solutions
- Intelligent Case Summarization
- AI-powered Search
- Ticket Routing / Triaging

Define architecture for:

- Prompt management
- Grounded responses
- Knowledge retrieval
- Context preservation
- AI governance
- Responsible AI controls

Enable enterprise adoption of ServiceNow Generative AI capabilities.

3. Agentic AI Architecture

Lead design and implementation of:

- AI Agents
- Autonomous Service Agents
- Workflow Agents
- Multi-Agent Orchestration
- AI-driven Task Execution
- Human-in-the-loop Approvals

Design agent capabilities including:

- Planning and reasoning
- Autonomous workflow execution
- Tool invocation
- Cross-platform orchestration
- Knowledge-driven decision support





Establish governance, guardrails, and monitoring for Agentic AI solutions.

4. ServiceNow Platform Architecture

Architect solutions across:

- IT Service Management (ITSM)
- IT Operations Management (ITOM)
- Customer Service Management (CSM)

Define:

- CMDB architecture
- Service Mapping strategy
- Data models
- Governance frameworks
- Platform standards

Ensure scalability, maintainability, and platform optimization.

5. Knowledge RAG Architecture

Design enterprise knowledge solutions leveraging:

- ServiceNow Knowledge Management
- SharePoint
- Microsoft 365
- Enterprise Content Management Systems
- Vector-based Search Platforms

Build architecture for:

- Knowledge ingestion
- Metadata enrichment
- Retrieval Augmented Generation (RAG)
- Semantic Search
- Content governance

Ensure AI-generated responses are accurate, traceable, and compliant.

6. Enterprise Integration Architecture

Architect integrations with:

- Microsoft Azure
- Microsoft Teams
- Salesforce
- SAP
- Workday
- Active Directory / Entra ID
- Third-party AI Platforms

Define integration patterns using:

- Integration Hub
- REST APIs
- SOAP APIs
- MID Servers
- Event-driven architecture

Enable secure and scalable enterprise integrations.

7. Virtual Agent Conversational AI

Design enterprise conversational experiences for:

- Employee Support
- IT Helpdesk Automation
- Customer Support
- Self-Service Portals

Define standards for:

- Intent management
- Context handling
- Omnichannel experiences
- Conversation orchestration
- Escalation management

Drive AI-first service experiences.

8. Platform Governance Security

Define governance frameworks for:

- Generative AI
- Agentic AI
- ServiceNow Platform
- Enterprise Workflows

Establish:

- Platform standards
- Security controls
- Data privacy requirements
- Compliance policies
- Auditability mechanisms





Ensure alignment with enterprise architecture and compliance requirements.

9. ServiceNow Platform Engineering

Lead architecture for:

- Automated Testing Framework (ATF)
- Update Set Strategy
- Platform Release Management

Support enterprise-scale platform lifecycle management.

10. Stakeholder Leadership

Partner with:

- Enterprise Architects
- Product Owners
- Platform Owners
- ServiceNow SMEs
- AI Engineering Teams
- Business Stakeholders

Translate business requirements into:

- Solution architectures
- Transformation roadmaps
- Implementation strategies
- Technical governance models

Provide leadership across large-scale ServiceNow programs.

Required Skills Qualifications

ServiceNow Expertise

Robust hands-on experience with:

- ServiceNow Platform Architecture
- ITSM
- ITOM
- CSM
- Service Portal
- Employee Center
- CMDB

Now Assist AI Skills

Experience with:

- ServiceNow Now Assist
- ServiceNow GenAI Controller
- AI Search
- Virtual Agent
- Predictive Intelligence
- Generative AI Implementations

Understanding of:

- Large Language Models (LLMs)
- Prompt Engineering
- RAG Architecture
- AI Governance
- Responsible AI

Agentic AI Skills

Hands-on experience designing:

- AI Agents
- Agentic Workflows
- Tool-using Agents
- Multi-agent Systems
- Autonomous Service Management Solutions

Knowledge of:

- ServiceNow AI Agents
- Agent Orchestrator
- Enterprise Agent Governance

Development Skills

Experience with:

- Agentic AI Workflow
- JavaScript
- ServiceNow Scripting
- Flow Designer
- Integration Hub
- REST/SOAP APIs
- Python (preferred)
- AI Framework Integration

Experience

- 10-15 years overall IT experience
- 7+ years in ServiceNow Architecture
- 3+ years implementing ServiceNow AI capabilities
- 2+ years working with Now Assist and Generative AI solutions
- Experience leading enterprise ServiceNow transformation initiatives
- Experience architecting AI-powered workflow automation solutions

Preferred Qualifications

Certifications

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Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 ServiceNow Solution Architect - Now Assist & Agentic AI (Chennai)
🏢 Ekloud
📍 Chennai