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 Centre, 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.
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