IT Service Management Solutions Architect

ServiceNow Solutions Architect - AI Enablement

We are seeking a highly skilled ServiceNow ITSM Solutions Architect to maximize the value of our existing conversational AI integration and prepare ServiceNow for broader agentic AI adoption. This role will focus on identifying gaps, driving process and platform improvements, and ensuring ServiceNow ITSM evolves into a future-ready platform that improves employee experience and productivity.

Key Responsibilities:

• Maximize conversational AI value
• Assess current conversational AI integration within ServiceNow ITSM and identify underutilized capabilities
• Drive adoption and optimization of conversational AI features to enhance employee experience and deflection rates
• Identify opportunities to expand agentic AI use cases across ITSM
• Platform Readiness & Strategy
• Identify knowledge gaps, request form gaps, and process inefficiencies that limit AI effectiveness
• Strategize platform upgrades, evaluate new ServiceNow features, and create a feature adoption plan
• Partner with stakeholders to align on roadmap, prioritize features, and secure organizational buy-in
• Solutioning & Delivery
• Design and solution advanced fulfiller-side capabilities, leveraging predictive intelligence
• Work with development teams to deliver demands/projects, ensuring compliance with change management processes
• Architect scoped apps for custom workflows where required
• Conduct Proof of Concepts (POCs), demos, and training sessions to drive adoption
• Collaboration & Stakeholder Engagement
• Partner with other solution architects to define end-to-end enterprise solutions
• Drive effective stakeholder management and ensure roadmap execution is tied to measurable business outcomes