The Opportunity
In this role, you will lead the design, governance, and architectural evolution of an enterprise-grade ServiceNow ecosystem. Operating at the intersection of core ITSM Pro and next-generation AI, you will transform enterprise service delivery by embedding Now Assist, Agentic AI, and automated digital workflows across complex, multi-system environments.
Your Impact
- AI & Workflow Innovation: Architect and deploy Now Assist, Agentic AI, and Virtual Agent conversational workflows to drive autonomous resolution, intelligent routing, and seamless employee experiences.
- Platform Architecture & Governance: Lead the technical strategy, scalability, and lifecycle governance for ServiceNow ITSM Pro, establishing high-performance standards, upgrade roadmaps, and platform guardrails.
- Service Experience Modernization: Design intuitive, modern portals and workspace interfaces using Employee Center, Service Portal, and UI Builder to elevate self-service and operational usability.
- Enterprise Integration & Automation: Connect ServiceNow with Azure DevOps, IAM, ITOM, and third-party estates via IntegrationHub, custom Spokes, REST/SOAP APIs, and event-driven automation.
Your Experience
- Professional Background: 10+ years of deep ServiceNow platform experience, including a strong track record architecting enterprise ITSM implementations and leading large-scale digital transformation programs.
- AI & Modern Capabilities: 2-3 years of hands‑on experience designing and implementing Now Assist, AI Agents, and conversational AI solutions, backed by an understanding of AI governance and risk.
- Technical Depth: Extensive expertise in JavaScript, ServiceNow scripting (Business Rules, Client Scripts, ACLs), Flow Designer, App Engine, Performance Analytics, and IntegrationHub orchestration.
- Certifications & Leadership: Certified System Administrator (CSA), Certified Implementation Specialist (CIS-ITSM), or Application Developer (CAD) credentials (CTA / AI certifications preferred), with proven ability to guide delivery teams, facilitate client workshops, and align solutions to ITIL v4 standards.
No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010.
For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
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