Senior ServiceNow Architect: AI‑Driven ITSM Leader

Randstad; Birmingham; On-site; GBP 53,000 - 93,000; Full time

Job summary

Randstad Technologies Ltd is seeking an experienced ServiceNow Architect to lead governance and the architectural evolution of a large-scale enterprise ServiceNow ecosystem. You will drive implementation of Now Assist, AI agents, and conversational workflows to enable autonomous resolution and smart routing.

The role requires deep expertise in ITSM, JavaScript, and integration across multi-system environments, with strong leadership of delivery teams and client workshops.

Qualifications

• 10+ years of ServiceNow platform experience including enterprise ITSM architecture.
• 2–3 years designing Now Assist, AI Agents, and conversational AI with AI governance.
• Extensive expertise in JavaScript, ServiceNow scripting, Flow Designer, App Engine, Performance Analytics, and IntegrationHub.

Responsibilities

• Lead the design, governance, and architectural evolution of an enterprise-grade ServiceNow ecosystem.
• Architect and deploy Now Assist, Agentic AI, and Virtual Agent conversational workflows to support autonomous resolution, intelligent routing, and employee experiences.
• Lead technical strategy, scalability, and lifecycle governance for ServiceNow ITSM Pro, including performance standards, upgrade roadmaps, and platform guardrails.
• Design portals and workspace interfaces using Employee Center, Service Portal, and UI Builder to improve self-service and operational usability.
• Integrate ServiceNow with Azure DevOps, IAM, ITOM, and third-party systems using IntegrationHub, custom Spokes, REST/SOAP APIs, and event-driven automation.

Skills

ServiceNow platform experience

JavaScript

ServiceNow scripting

Flow Designer

App Engine

Performance Analytics

IntegrationHub

Leadership

ITIL

Tools

Azure DevOps

IAM

ITOM

REST/SOAP APIs

UI Builder

Job description

Randstad Technologies Ltd is seeking an experienced ServiceNow Architect to lead governance and the architectural evolution of a large-scale enterprise ServiceNow ecosystem. You will drive implementation of Now Assist, AI agents, and conversational workflows to enable autonomous resolution and smart routing.

The role requires deep expertise in ITSM, JavaScript, and integration across multi-system environments, with strong leadership of delivery teams and client workshops.