Job Description
We are looking for an experienced Senior ServiceNow AI Solution Architect to lead the design, implementation and optimisation of enterprise-scale ServiceNow solutions, combining ITSM, Employee Experience and AI-driven automation .
This is a senior architecture role for someone who can work across ServiceNow ITSM, Now Assist, AI Agents/Agentic AI, Virtual Agent, Employee Center, UI Builder, Performance Analytics and enterprise integrations .
Mandatory Skills
- ServiceNow ITSM/ITSM Pro
- ServiceNow AI Agents/Agentic AI
- Strong ServiceNow platform architecture experience
- Now Assist
- Virtual Agent
- IntegrationHub
- Service Portal/Employee Center
- UI Builder
- Performance Analytics
- Flow Designer
- Enterprise integrations
Key Responsibilities
- Lead the architecture, implementation and enhancement of ServiceNow ITSM solutions covering Incident, Problem, Change, Request, Knowledge and Major Incident Management.
- Design and implement Now Assist and AI-powered ServiceNow capabilities .
- Define and configure AI Agents, Agentic Workflows and AI-driven automation .
- Identify suitable business and operational use cases for Agentic AI.
- Design Virtual Agent topics and conversational workflows across ITSM, Service Catalog and Knowledge Management.
- Design modern employee experiences using Employee Center, Service Portal and UI Builder .
- Design dashboards, KPIs, scorecards and Performance Analytics solutions.
- Lead enterprise integrations using IntegrationHub, REST, SOAP, MID Server and IntegrationHub spokes .
- Provide solution architecture and technical leadership across ServiceNow transformation programmes.
- Work with business stakeholders, architects and delivery teams on discovery, roadmap and solution design.
- Provide technical guidance and mentoring to ServiceNow development and administration teams.
- Ensure solutions follow ServiceNow architecture and platform best practices.
Technical Experience
Strong hands-on experience with:
- JavaScript
- ServiceNow Scripting
- REST/SOAP APIs
- JSON/XML
- IntegrationHub and spokes
- MID Server
- Flow Designer
- ACLs
- Business Rules
- Client Scripts
- Catalog Development
- App Engine
AI & Automation
Candidates should have practical experience with AI-enabled ServiceNow solutions , including:
- Now Assist
- AI Agents
- Agentic AI/Agentic Workflows
- Virtual Agent
- Generative AI
- AI-driven ITSM automation
- AI governance, risk and security considerations
Experience & Certifications
- 10+ years of ServiceNow experience
- 5+ years delivering ServiceNow ITSM implementations
- Experience with Now Assist/Agentic AI implementations
- Experience leading large-scale ServiceNow transformation programmes
- ServiceNow CSA preferred
- CIS-ITSM preferred
- CAD preferred
- ServiceNow AI/Generative AI certification advantageous
- CTA highly desirable
- ITIL V4 qualification advantageous
Nice to Have
- AIOps
- Event Management
- CMDB/ITOM
- AI Governance/Responsible AI
- Multi-cloud environments
- Enterprise integration architecture
- Agentic AI adoption and operational governance
Senior ServiceNow AI Solution Architect employer: Thrive IT Systems Ltd
As a Senior Operations Manager at our company, you will thrive in a dynamic and inclusive work culture that values innovation and collaboration. We offer competitive benefits, including professional development opportunities and a commitment to employee growth, all set against the backdrop of a vibrant financial services technology environment. Join us to make a meaningful impact while working alongside a diverse global team dedicated to excellence.
