ServiceNow Solution Architect (ITSM, ITOM- CMDB, Virtual Agent / Now Assist ) )

WillWare Technologies; Mumbai; On-site; INR 2,500,000 - 5,000,000; Full time

Job summary

WillWare Technologies is seeking a ServiceNow Solution Architect with 10+ years of experience to design and guide complex ServiceNow implementations across ITSM, ITOM, CMDB, HRSD, and related modules. This onsite role supports Pan India delivery with a focus on scalable, secure architectures.

You will lead integration efforts, develop Virtual Agent and Now Assist solutions, and ensure ITIL-aligned governance while collaborating with stakeholders to translate business needs into robust technical

Qualifications

• 10+ years of experience designing and guiding complex ServiceNow solutions.
• Strong expertise in ITSM, ITOM, CMDB, Virtual Agent and Now Assist.
• Experience with integrations, data modeling and security considerations.

Responsibilities

• Design end-to-end ServiceNow solutions across ITSM, ITOM, ITAM, HRSD, SecOps and platform capabilities.
• Architect and implement Virtual Agent and Now Assist to enhance self-service and user experience.
• Define platform standards, integrations, data models and security architecture.
• Collaborate with stakeholders to gather requirements and provide architectural guidance.
• Oversee upgrades, integrations and governance in line with ITIL practices.
• Deliver enterprise-wide digital transformation through workflows, CMDB, and service portal.

Skills

ITSM

ITOM

CMDB

Virtual Agent

Now Assist

Integrations

Tools

Integration Hub

MID Server

REST APIs

SOAP APIs

Flow Designer

UI Builder

Service Portal

Workspace development

Job description

Role:ServiceNow Solution Architect (ITSM, ITOM- CMDB, Virtual Agent )

Experience: 10+ Years

Location: Pan India

Work Mode: Onsite

Job Description :

As a ServiceNow Architect, you will play a key role in designing and guiding the implementation of complex ServiceNow solutions across multiple platforms and modules. You will leverage your deep knowledge of ServiceNow capabilities and best practices to architect robust solutions that drive business value, improve operational efficiency, and ensure alignment with client needs.

Must Have skills- ITSM, ITOM- CMDB,Virtual Agent and Now Assist , Integration

Key Responsibilities:

• Design and architect end-to-end ServiceNow solutions across ITSM, ITOM, ITAM, HRSD, SecOps, and Platform capabilities, ensuring scalability, performance, and alignment with business objectives.
• Architect and implement ServiceNow Virtual Agent and Now Assist solutions to enhance self-service, automate support interactions, improve employee/customer experience, and drive operational efficiency.
• Platform strategy while defining best practices, standards, integrations, data models, and security architecture for ServiceNow implementations.
• Collaborate with business stakeholders, product owners, and technical teams to gather requirements, translate them into technical solutions, and provide architectural guidance throughout the project lifecycle.
• Oversee platform health, upgrades, integrations, and optimization initiatives while ensuring adherence to ServiceNow development standards, governance frameworks, and ITIL best practices.
• ServiceNow implementations, including custom applications, workflow automation, Flow, CMDB, Service Portal, and enterprise-wide digital transformation initiatives.
• Design and architect end-to-end ServiceNow solutions across ITSM, ITOM, ITAM, HRSD, SecOps, and Platform capabilities, ensuring scalability, performance, and alignment with business objectives.
• Architect and implement ServiceNow Virtual Agent and Now Assist solutions to enhance self-service, automate support interactions, improve employee/customer experience, and drive operational efficiency.
• Platform strategy while defining best practices, standards, integrations, data models, and security architecture for ServiceNow implementations.
• Collaborate with business stakeholders, product owners, and technical teams to gather requirements, translate them into technical solutions, and provide architectural guidance throughout the project lifecycle.
• Oversee platform health, upgrades, integrations, and optimization initiatives while ensuring adherence to ServiceNow development standards, governance frameworks, and ITIL best practices.
• ServiceNow implementations, including custom applications, workflow automation, Flow, CMDB, Service Portal, and enterprise-wide digital transformation initiatives.

Good to Have

• Hands‑on experience with ServiceNow Virtual Agent, Now Assist, Generative AI Controller, AI Search, Predictive Intelligence, and Conversational Interfaces.
• Expertise in designing and deploying AI‑driven use cases such as intelligent chatbots, automated case deflection, knowledge recommendations, agent assist, and self‑service solutions.
• Strong experience with Integration Hub, MID Server, REST/SOAP APIs, Flow Designer, UI Builder, Service Portal, and Workspace development.
• Knowledge of CMDB, CSDM, Discovery, Service Mapping, ITOM, ITAM, and Asset Lifecycle Management.
• Experience integrating ServiceNow with Microsoft Teams, Slack, Azure OpenAI, enterprise AI platforms, and third‑party conversational AI solutions.
• Understanding AI governance, security, compliance, responsible AI practices, and data privacy requirements within enterprise environments.
• Experience with Agile, DevOps, CI/CD pipelines, automated testing, and ServiceNow deployment frameworks.

Strong analytical, communication, stakeholder management, and consulting skills with the ability to interact with senior leadership and business executives.