ServiceNow Solution Architect - AI

highmetric; United States; Remote; USD 180,000 - 240,000; Full time

Job summary

highmetric is seeking a ServiceNow and AI solution architect to own the application architecture for an enterprise AI-enabled workflow product, including scoped application design, workspace and user experience patterns, workflow automation, and platform governance.

The role ensures a scalable, secure, and governed ServiceNow environment that supports AI agent deployment and regulated workflow automation, blending deep platform expertise with hands-on AI integration in regulated industries.

Qualifications

• Strong ServiceNow platform architecture skills including App Engine, scoped applications, UI Builder, Workspaces, Flow Designer, and IntegrationHub.
• Proficiency with REST and API integration patterns in ServiceNow.
• Hands-on knowledge of Now Assist, AI Agent Studio, agent orchestration, and AI-enabled workflow design.
• Understanding of AI governance, guardrails, testing, validation, and responsible AI controls.
• Experience designing security and access controls within ServiceNow, including customer environment connectivity.

Responsibilities

• Define the application architecture and determine how the product fits within each customer's ServiceNow environment.
• Design scoped application, workspace, workflow, integration, and agentic AI patterns.
• Define how agents, workflows, user experiences, business rules, integrations, and human approvals interact.
• Establish technical standards for configuration, extension, governance, and platform guardrails.
• Validate AI behavior, escalation logic, guardrails, acceptance criteria, and operational monitoring requirements.
• Partner with customer technical teams to confirm environment readiness, connectivity, identity and access considerations, and deployment approach, while remaining involved throughout implementation to protect architecture integrity.

Skills

ServiceNow architecture

Workflow design

AI integration

Security & access

REST API design

Governance & compliance

Tools

App Engine

UI Builder

Workspaces

Flow Designer

IntegrationHub

Now Assist

AI Agent Studio

Job description

Role overview

A ServiceNow and AI solution architect is needed to own the application architecture for an enterprise AI-enabled workflow product, including scoped application design, workspace and user experience patterns, workflow automation, agentic AI design, and platform governance. The role ensures the solution is architected as a scalable, secure, and governed ServiceNow environment that supports AI agent deployment and regulated workflow automation. It blends deep ServiceNow platform expertise with hands‑on AI integration, ideally within insurance or similarly regulated industries.

Responsibilities

• Define the application architecture and determine how the product fits within each customer's ServiceNow environment.


• Design scoped application, workspace, workflow, integration, and agentic AI patterns.


• Define how agents, workflows, user experiences, business rules, integrations, and human approvals interact.


• Establish technical standards for configuration, extension, governance, and platform guardrails.


• Validate AI behavior, escalation logic, guardrails, acceptance criteria, and operational monitoring requirements.


• Partner with customer technical teams to confirm environment readiness, connectivity, identity and access considerations, and deployment approach, while remaining actively involved throughout implementation to protect architecture integrity.

Requirements

• Strong ServiceNow platform architecture skills, including App Engine, scoped applications, UI Builder, Workspaces, Flow Designer, and IntegrationHub.


• Proficiency with REST and API architecture and ServiceNow integration patterns.


• Hands‑on knowledge of ServiceNow AI capabilities, including Now Assist, AI Agent Studio, agent orchestration, and AI-enabled workflow design, plus human‑in‑the‑loop workflow design.


• Understanding of AI governance, guardrails, testing, validation, responsible AI controls, and operational monitoring.


• Experience designing security and access controls within ServiceNow, along with customer environment connectivity and deployment readiness.


• Insurance or other regulated‑industry workflow experience is preferred.

Nice to have

• Hands‑on implementation experience with Now Assist, AI Agent Studio, or related ServiceNow AI capabilities.


• Experience designing ServiceNow solutions for insurance, financial services, risk, compliance, or similarly regulated environments.


• Familiarity with insurance core‑system integration concepts such as policy administration, claims, broker or customer platforms, document systems, and supporting data flows.


• Background defining platform governance, technical standards, and scalable implementation patterns for enterprise ServiceNow programs.

Benefits and work setup

• Equal opportunity workplace with a stated commitment to diversity, inclusion, and accessible accommodations for candidates who need them.