Senior Business Automation Architect (ServiceNow Agentic AI)

SITA; Delhi; Hybrid; INR 4,000,000 - 7,000,000; Full time

Benefits offered by this job

Flex Week

Flex Day

Flex Location

Employee Wellbeing (EAP & Champion)

Professional Development (LinkedIn)

Competitive Benefits

Job summary

SITA is seeking a Senior Business Automation Architect (ServiceNow Agentic AI) to lead the design and implementation of AI-driven automation solutions on the ServiceNow platform. You will shape governed, scalable agentic AI solutions that blend workflows, data, and AI agents to improve operational efficiency across the enterprise.

You will collaborate with business and technology teams to define how AI agents interact with workflows and human decision-making, ensuring governance and auditability

Qualifications

• 5+ years of ServiceNow experience with solution design and architecture, including customer service management experience.
• Hands-on experience with AI-driven solutions or workflow automation (Now Assist / AI agents preferred).
• Strong understanding of workflow design, automation patterns, and enterprise system integration.
• Experience designing governed automation (approvals, controls, auditability).
• Solid understanding of data models and data-driven architecture.
• Strong stakeholder management and communication skills.

Responsibilities

• Design and implement Agentic AI solutions using ServiceNow (AI agents, orchestration, workflows).
• Define architecture for AI-driven workflows, including agent boundaries, approvals, and fallback mechanisms.
• Ensure governance, auditability, and control for AI-driven actions.
• Integrate AI solutions with enterprise workflows, data models, and systems.
• Identify automation opportunities and translate them into scalable AI-enabled solutions.
• Monitor and optimize AI-driven processes to ensure business value realization.
• Collaborate with business stakeholders, architects, and delivery teams.

Skills

ServiceNow

AI-driven solutions

Workflow automation

Workflow design

Automation governance

Data modeling

Stakeholder management

Communication skills

Tools

Now Assist

ServiceNow platform

Job description

SITA

We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.

Overview

We find ourselves at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big? Are you ready to love your job? The adventure begins right here, with you, at SITA.

About The Role & Team

As a Senior Business Automation Architect (ServiceNow Agentic AI) you will lead the design and implementation of AI-driven automation solutions on the ServiceNow platform. This role focuses on designing governed, scalable agentic AI solutions that combine workflow automation, data, and AI agents to improve operational efficiency and business outcomes. You will work closely with business and technology teams to define how AI agents interact with workflows, data, and human decision-making across the enterprise.

What You Will Do

• Design and implement Agentic AI solutions using ServiceNow (AI agents, orchestration, workflows)
• Define architecture for AI-driven workflows, including agent boundaries, approvals, and fallback mechanisms
• Ensure governance, auditability, and control for AI-driven actions
• Integrate AI solutions with enterprise workflows, data models, and systems
• Identify automation opportunities and translate them into scalable AI-enabled solutions
• Monitor and optimize AI-driven processes to ensure business value realization
• Collaborate with business stakeholders, architects, and delivery teams

Qualifications

EXPERIENCE:

• 5+ years of ServiceNow experience, including solution design and architecture, out of which 3 years proven experience of ServiceNow customer service management / customer success management.
• Hands-on experience with AI-driven solutions or workflow automation (Now Assist / AI agents preferred)
• Strong understanding of workflow design, automation patterns, and enterprise system integration
• Experience designing governed automation (approvals, controls, auditability)
• Solid understanding of data models and data-driven architecture
• Strong stakeholder management and communication skills

Nice To Have

• Experience with AI governance, risk, and compliance frameworks
• Experience working in large enterprise environments

What We Offer

• Flex Week: Work from home up to 2 days/week (depending on your team’s needs)
• Flex Day: Make your workday suit your life and plans.
• Flex Location: Take up to 30 days a year to work from any location in the world.
• Employee Wellbeing: We’ve got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health – a personalized platform that supports a range of wellbeing needs.
• Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!
• Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.