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ServiceNow AI Architect

ICONMA

Key Facts

Remote From: 
California (USA)
Full time
Expert & Leadership (>10 years)
English

Other Skills

  • •
    Microsoft Windows
  • •
    Communication
  • •
    Teamwork
  • •
    Problem Solving

Roles & Responsibilities

  • 8+ years of experience in enterprise architecture, consulting, digital transformation, or ServiceNow solution design.
  • 5+ years of hands-on ServiceNow experience.
  • Strong understanding of ServiceNow platform architecture and capabilities.
  • Experience leading client-facing workshops and strategic advisory engagements.

Requirements:

  • Lead discovery workshops, stakeholder interviews, and assessment activities.
  • Develop future-state conversational AI strategies and architectures.
  • Design conversational experiences leveraging ServiceNow Virtual Agent and related capabilities.
  • Facilitate executive workshops and strategy sessions.

Job description

Our Client, an IT Services and Consultant company, is looking for a ServiceNow AI Architect for their Remote location.
 
Responsibilities:
  • Assessment & Discovery
  • Lead discovery workshops, stakeholder interviews, and assessment activities.
  • Evaluate current chat, messaging, virtual assistant, and conversational AI environments.
  • Analyze existing platforms, integrations, workflows, knowledge assets, and support processes.
  • Assess organizational readiness for ServiceNow Conversational AI adoption.
  • Document current-state architecture, capabilities, challenges, and opportunities.
  • Strategy & Roadmap Development
  • Develop future-state conversational AI strategies and architectures.
  • Create migration and modernization roadmaps aligned to business objectives.
  • Define phased adoption approaches for ServiceNow conversational capabilities.
  • Identify opportunities to improve customer, employee, and agent experiences through automation and self-service.
  • Develop recommendations for governance, operating models, and platform adoption.
  • ServiceNow Conversational AI Architecture
  • Design conversational experiences leveraging ServiceNow Virtual Agent, Now Assist, AI Agents, and related platform capabilities.
  • Define architecture patterns supporting scalable, secure, and maintainable conversational experiences.
  • Develop integration strategies across ServiceNow and third-party platforms.
  • Align conversational AI solutions with broader ServiceNow workflows including:
  • IT Service Management (ITSM)
  • Customer Service Management (CSM)
  • Human Resources Service Delivery (HRSD)
  • Employee Center
  • Knowledge Management
  • Service Operations
  • Migration Planning & Transformation
  • Develop migration strategies from legacy chat and conversational platforms to ServiceNow.
  • Assess existing conversational technologies and recommend modernization approaches.
  • Define transition plans, dependencies, risks, and success criteria.
  • Support clients in establishing adoption and value realization strategies.
  • Guide transformation initiatives from strategy through implementation planning.
  • Executive Engagement
  • Facilitate executive workshops and strategy sessions.
  • Present findings, recommendations, and roadmaps to client leadership.
  • Build consensus across business and technology stakeholders.
  • Translate technical concepts into business-focused outcomes and recommendations.
  • Develop executive presentations, assessment reports, and strategic recommendations.
 
Requirements:
  • Required Qualifications
  • 8+ years of experience in enterprise architecture, consulting, digital transformation, or ServiceNow solution design.
  • 5+ years of hands-on ServiceNow experience.
  • Experience leading client-facing workshops and strategic advisory engagements.
  • Strong understanding of ServiceNow platform architecture and capabilities.
  • Experience with one or more of the following:
  • ServiceNow Virtual Agent
  • Now Assist
  • AI Agents
  • Conversational AI platforms
  • Customer and employee self-service solutions
  • Experience creating technology roadmaps, migration plans, and future-state architectures.
  • Strong written, verbal, and executive presentation skills.
  • Preferred Qualifications
  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow Certified Implementation Specialist (CIS)
  • ServiceNow Certified Technical Architect (CTA)
  • Experience with conversational AI, chatbot, virtual assistant, or contact center technologies.
  • Experience with platforms such as Genesys, NICE, LivePerson, Salesforce, Microsoft, or similar conversational solutions.
  • Experience across ITSM, CSM, and HRSD implementations.
  • Telecommunications, technology, media, or large-enterprise experience preferred.
  • Success Measures
  • Successful completion of assessments and strategic advisory engagements.
  • Development of actionable migration strategies and roadmaps.
  • Executive stakeholder alignment and client satisfaction.
  • Adoption of ServiceNow Conversational AI capabilities.
  • Improved self-service, automation, and service experience outcomes.
  • Successful transition from strategy to implementation.
  • Years of Experience:    12.00 Years of Experience
 
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