Platform Architect

This role focuses on designing and developing advanced infrastructure solutions on the ServiceNow platform using AIOps and Agentic AI to enhance operational resilience and user experience. The Principal Infra Developer will architect scalable digital workflows, optimise incident and change processes, and collaborate across hybrid teams to deliver reliable day shift services that support business continuity and societal impact through efficient IT operations.

Responsibilities

• Design and implement robust ServiceNow AIOps based infrastructure solutions that proactively detect anomalies and reduce service disruptions for critical enterprise systems.
• Develop intelligent workflows using ServiceNow Agentic AI that automate complex operational tasks and improve response times for incidents and requests.
• Collaborate with cross functional teams to translate hybrid work model requirements into scalable ServiceNow configurations that support distributed users and day shift operations.
• Optimize monitoring and event management processes within ServiceNow to consolidate alerts, enhance observability, and streamline remediation across infrastructure components.
• Configure and refine ServiceNow service mapping and dependency models to provide clear visibility into application relationships and their impact on business services.
• Drive continuous improvement of operational dashboards and analytics in ServiceNow to deliver actionable insights that support data informed decision making for infrastructure performance.
• Integrate ServiceNow AIOps with existing tools and data sources to ensure seamless information flow and reduce manual effort in identifying root causes of service issues.
• Enhance user experience by aligning Experience Design principles with ServiceNow interfaces, ensuring that workflows are intuitive, accessible, and efficient for all stakeholders.
• Document detailed technical specifications, runbooks, and configuration standards for ServiceNow implementations to promote consistency, maintainability, and long term platform health.
• Coordinate day shift activities with operations teams to validate that newly developed ServiceNow capabilities perform reliably under real world workloads and usage patterns.
• Provide advanced troubleshooting and guidance on ServiceNow AIOps and Agentic AI features, helping teams resolve complex platform issues and improve operational resilience.
• Assess emerging ServiceNow features and industry trends to recommend enhancements that strengthen infrastructure automation while supporting the organisation's wider societal and sustainability goals.
• Mentor peers on best practices for ServiceNow development and configuration, focusing on high quality delivery that reduces downtime and improves end user satisfaction across the enterprise.

Qualifications

• Demonstrate six to ten years of experience in infrastructure development with strong hands on proficiency in ServiceNow AIOps configuration, customisation, and operations.
• Show advanced working knowledge of ServiceNow Agentic AI capabilities including design of automated workflows and intelligence driven responses to operational events.
• Apply solid understanding of Experience Design principles to create ServiceNow interfaces and forms that improve usability, accessibility, and clarity for a diverse user base.
• Utilize strong skills in scripting, relational data models, and integration techniques within ServiceNow to build reliable connections between platforms and infrastructure tools.
• Exhibit practical experience in incident, problem, and change processes using ServiceNow modules to support stable day shift operations with minimal service interruption.
• Leverage effective communication and collaboration abilities to work in a hybrid environment, coordinating with onsite and remote stakeholders for aligned infrastructure outcomes.
• Display familiarity with IT service management frameworks and operational excellence practices that reinforce ServiceNow implementations and contribute to efficient, sustainable IT services.

Certifications Required

• Preferred certifications include ServiceNow Certified System Administrator and ServiceNow Certified Implementation Specialist AIOps.