Senior ServiceNow Architect: AI-Driven Integrations & ITSM

Neura Market; Mountain View (CA); Hybrid; USD 168,000 - 207,000; Full time

Benefits offered by this job

Bonus program

Equity incentive plan

Generous benefits program

Job summary

Waymo is seeking an experienced ServiceNow architect to lead enterprise AI-enabled solutions for its business systems. This hybrid role reports to the Business System Lead and focuses on integrating HRSD, ITSM, and custom apps with AI workflows across the platform.

You will design complex integrations with external APIs and LLMs, enforce secure governance, improve data quality in CMDB, and advance AI-driven retrieval and decisioning across finance, operations, and IT teams.

Qualifications

• 5+ years of experience with ServiceNow architecture and advanced script configurations.
• Experience implementing generative AI solutions on ServiceNow (Now Assist or chatbots).
• Proficient in client/server scripting (JavaScript/GlideScript) and Service Portal customization.
• Strong understanding of Retrieval-Augmented Generation (RAG) and enterprise search.
• Experience managing multi-environment Update Sets, releases, and technical debt reduction.

Responsibilities

• Lead architectural design, development, and implementation of enterprise ServiceNow solutions including HRSD, ITSM, WSD, and custom apps.
• Architect and implement integrations between ServiceNow, external APIs, and large language models (LLMs) using Integration Hub.
• Design, build, and deploy custom generative AI workflows and contextual prompts using Now Assist Skill kit
• Establish code governance, standard development patterns, and rigorous security guardrails for AI agent orchestration and autonomous workflows.
• Partner with data and business teams to evaluate and clean foundational data sources (like CMDB) to ensure high-accuracy AI retrieval performance.
• Develop a framework for prompt engineering, Automated Test Frameworks (ATF), and platform upgrade strategies.

Skills

ServiceNow Architecture

JavaScript

GlideScript

Now Assist

LLMs

API Integrations

RAG frameworks

Data retrieval

Education

Bachelor's or Master's in Computer Science, ML, or related field

Tools

Integration Hub

Now Assist Skill Kit

CMDB

Service Portal Widgets

Job description

Waymo is seeking an experienced ServiceNow architect to lead enterprise AI-enabled solutions for its business systems. This hybrid role reports to the Business System Lead and focuses on integrating HRSD, ITSM, and custom apps with AI workflows across the platform.

You will design complex integrations with external APIs and LLMs, enforce secure governance, improve data quality in CMDB, and advance AI-driven retrieval and decisioning across finance, operations, and IT teams.