Senior ServiceNow AI Architect

ZEISS India; Bengaluru; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

ZEISS India is seeking a ServiceNow Architect to design and evolve standard-oriented solutions across ServiceNow ecosystems. You will own holistic architecture, ensure security and scalability, and collaborate with product teams, enterprise architecture, and stakeholders to deliver integrated platform capabilities.

The role requires extensive experience in ServiceNow design and implementation, plus AI-enabled capabilities.

Qualifications

• Completed degree in computer science, business informatics, engineering, or a comparable qualification.
• Extensive professional experience as a ServiceNow Solution Architect, Application Specialist, Business Analyst, or comparable role in a global enterprise environment.
• Proven experience in designing, implementing, and operating ServiceNow solutions, ideally including AI-enabled capabilities.
• Strong experience in ServiceNow implementation projects, stakeholder management, and integration of external systems.
• Experience in agile or hybrid delivery models, with strong teamwork, ownership, and result orientation.
• ServiceNow development or full-stack development knowledge is advantageous.

Responsibilities

• Design and improve standard-oriented ServiceNow solutions with process owners and stakeholders.
• Translate business needs into functional and technical requirements aligned with platform standards.
• Own holistic solution architecture across ServiceNow products, integrations, data flows, and processes.
• Ensure security, quality, scalability, maintainability, and operational stability of managed products.
• Collaborate with product teams, enterprise architecture, security, data, and business stakeholders.
• Contribute to the DevOps product team by improving delivery practices and documentation.
• Define and evolve the ServiceNow AI architecture including Now Assist, GenAI, Predictive Intelligence, Virtual Agent, and AI-powered workflows.
• Identify AI use cases that improve automation, knowledge quality, and ticket resolution.
• Ensure responsible, compliant, transparent, and secure AI usage in line with governance and privacy requirements.
• Integrate ServiceNow AI capabilities with enterprise data sources, knowledge bases, APIs, and approved external AI or ML services.
• Optimize prompts, model usage, data quality, and operating processes for scalable value.
• Enable product teams through guidance, mentoring, and practical standards for AI-enabled ServiceNow solutions.

Skills

ServiceNow architecture

Configuration

Development concepts

Lifecycle management

Now Assist

GenAI

Predictive Intelligence

Virtual Agent

NLP/NLU

Automation

AI concepts

Prompt engineering

AI governance

Data quality

Responsible AI

Integrations

APIs

Data sources

Knowledge management

Data pipelines

Requirements translation

Scalability

Security

Maintainability

Standards

Communication

Consulting

Analytical thinking

Stakeholder management

ITIL Foundation

Project management

Education

Degree in CS

Engineering

Business informatics

Comparable qualification

Tools

ServiceNow development

Full-stack development

Job description

• Design and continuously improve standard-oriented ServiceNow solutions in close collaboration with process owners, product owners, and platform stakeholders.
• Translate business needs into clear functional and technical requirements, ensuring alignment with platform standards, compliance, governance, and lifecycle requirements.
• Own holistic solution architecture across ServiceNow products, integrations, data flows, and operating processes.
• Ensure security, quality, scalability, maintainability, and operational stability of the managed products and solutions.
• Collaborate across ServiceNow product teams, enterprise architecture, security, data, and business stakeholders to deliver integrated platform capabilities.
• Actively contribute to the DevOps product team by improving delivery practices, platform usage, documentation, and operational processes.

AI Responsibilities

• Define and evolve the ServiceNow AI architecture, including Now Assist, GenAI capabilities, Predictive Intelligence, Virtual Agent, and AI-powered workflows.
• Identify, evaluate, and implement AI use cases that improve user experience, automation, knowledge quality, ticket resolution, and decision support.
• Ensure responsible, compliant, transparent, and secure AI usage in line with ZEISS governance, data privacy, and ethical AI requirements.
• Integrate ServiceNow AI capabilities with enterprise data sources, knowledge bases, APIs, and approved external AI or ML services.
• Optimize prompts, model usage, data quality, and operating processes to achieve scalable, cost-efficient, and measurable business value.
• Enable product teams through guidance, mentoring, and practical standards for AI-enabled ServiceNow solutions.

Education & Work Experience

• Completed degree in computer science, business informatics, engineering, or a comparable qualification.
• Extensive professional experience as a ServiceNow Solution Architect, Application Specialist, Business Analyst, or comparable role in a global enterprise environment.
• Proven experience in designing, implementing, and operating ServiceNow solutions, ideally including AI-enabled capabilities.
• Strong experience in ServiceNow implementation projects, stakeholder management, and integration of external systems.
• Experience in agile or hybrid delivery models, with strong teamwork, ownership, and result orientation.
• ServiceNow development or full-stack development knowledge is advantageous.

Required Skills & Expertise

• ServiceNow platform architecture, configuration, development concepts, and lifecycle management.
• Practical knowledge of ServiceNow AI capabilities such as Now Assist, GenAI, Predictive Intelligence, Virtual Agent, NLP/NLU, and automation use cases.
• Understanding of AI/ML concepts, prompt engineering, AI governance, data quality, and responsible AI operations.
• Experience with integrations, APIs, enterprise data sources, knowledge management, and data pipelines for AI-enabled use cases.
• Ability to translate business requirements into scalable, secure, maintainable, and standard-oriented ServiceNow solutions.
• Strong communication, consulting, analytical thinking, and stakeholder management skills.
• ITIL Foundation and project management certification are advantageous.