Summary The primary purpose of this role is to design and implement the backend architecture for an AI-powered employee help system leveraging ServiceNow. This involves creating a comprehensive architecture, operating model, and implementation plan to ensure effective workflows and integrations without the need for configuration or development work.
Main Responsibilities
- Validate the current ServiceNow setup, including modules, workflows, customizations, and integrations.
- Design the target architecture for the integration of AI front door with ServiceNow.
- Design integration and APIs for how AI interacts with ServiceNow.
- Assess knowledge and AI readiness in terms of knowledge base quality and permissions.
- Establish security and control measures for AI actions.
- Define the operating model and governance around the integration.
- Create an implementation roadmap detailing MVP scope, effort, and costs.
- Lead workshops and present findings to senior stakeholders.
Key Requirements
- 12+ years of IT experience.
- 8+ years of architect-level experience on ServiceNow.
- Experience in Enterprise Service Management beyond ITSM.
- Robust knowledge of integration architecture (IntegrationHub, REST APIs).
- Experience with AI and automation frameworks on ServiceNow.
- Advisory and consulting background in design authority and roadmaps.
Nice to Have
- ServiceNow Certified Technical Architect (CTA) or Master Architect.
- ServiceNow Certified System Administrator (CSA).
- Certified Implementation Specialist (CIS) and Micro-certifications.
Other Details
- Role Type: Advisory and design-focused, no configuration or build duties.
- Scope: Focus on planning, decision support, and design.
- Interaction: Client-facing role presenting to executives.