Senior Servicenow AI Solution Architect
Thrive IT Systems Ltd
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Job summary
Thrive IT Systems Ltd seeks a 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.
Role spans ServiceNow ITSM, Now Assist, AI Agents/Agentic AI, Virtual Agent, Employee Center, UI Builder, Performance Analytics and enterprise integrations. You will provide technical leadership across transformation programmes.
Qualifications
- Extensive experience designing and implementing ServiceNow ITSM and AI-enabled solutions.
- Proven track record delivering large-scale ServiceNow transformation programmes.
- Expertise with Now Assist, Agentic AI and AI-driven automation.
Responsibilities
- Lead architecture, implementation and enhancement of ITSM solutions across Incident, Problem, Change, Request, Knowledge and Major Incident.
- Design and implement Now Assist and AI-powered ServiceNow capabilities.
- Define and configure AI Agents, Agentic Workflows and AI-driven automation.
- Identify business use cases for Agentic AI and design Virtual Agent topics.
- Create modern employee experiences using Employee Center, Service Portal and UI Builder.
- Design dashboards, KPIs, scorecards and Performance Analytics solutions.
- Drive enterprise integrations using IntegrationHub, REST, SOAP, MID Server and spokes.
- Provide solution architecture and technical leadership across ServiceNow transformation programmes.
- Collaborate with stakeholders on discovery, roadmap and solution design.
- Mentor ServiceNow development and administration teams to ensure best practices.
Education
Tools
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.
- 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
- 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.
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
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
- 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
- AIOps
- Event Management
- CMDB/ITOM
- AI Governance/Responsible AI
- Multi-cloud environmentsEnterprise integration architecture
- Agentic AI adoption and operational governance
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