Hybrid ServiceNow Architect & AI Lead (ITSM)

LTM; Stratford-upon-Avon; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

LTM is seeking a highly experienced ServiceNow Lead/Architect to design, implement, and optimize ITSM and Employee Experience solutions. You will lead the platform governance, improve AI-powered automation, and drive scalable digital workflows across the enterprise.

The ideal candidate has 10+ years in ServiceNow, with hands-on expertise in ITSM Pro, Now Assist, Agentic AI, Virtual Agent, UI Builder, and extensive integrations.

Qualifications

• 10+ years of ServiceNow platform experience.
• 5+ years in ITSM implementations.
• 2-3 years in Now Assist Agentic AI implementation.

Responsibilities

• Lead design, implementation, and optimization of ServiceNow ITSM and Employee Experience solutions.
• Design and configure Now Assist capabilities and AI Agents.
• Develop Virtual Agent topics and UI Builder components for modern employee experiences.
• Integrate ITSM with external systems using IntegrationHub and REST/SOAP interfaces.
• Mentor delivery teams and ensure alignment with ServiceNow best practices.

Skills

ServiceNow ITSM

Now Assist

Agentic AI

Virtual Agent

UI Builder

Service Portal

IntegrationHub

REST APIs

SOAP APIs

Scripting (ServiceNow)

Tools

MID Server

JSON/XML

Job description

LTM is seeking a highly experienced ServiceNow Lead/Architect to design, implement, and optimize ITSM and Employee Experience solutions. You will lead the platform governance, improve AI-powered automation, and drive scalable digital workflows across the enterprise.

The ideal candidate has 10+ years in ServiceNow, with hands-on expertise in ITSM Pro, Now Assist, Agentic AI, Virtual Agent, UI Builder, and extensive integrations.