ServiceNow Architect – NowAssist ITSM in Philadelphia, PA (on-site)

ServiceNow Architect – NowAssist ITSM in Philadelphia, PA (on-site)

Must Have Technical/Functional Skills

8+ years of hands-on ServiceNow platform experience, with deep focus on ITSM architecture and operations.

Proven experience designing and building AI Agents on ServiceNow, beyond standard Now Assist capabilities (mandatory).

• Includes agent workflows, autonomous decisioning, contextual reasoning, orchestration, and escalation logic.

Strong expertise in Now Assist for ITSM, including:

• Incident summarization

• Case deflection

• Intelligent routing

• Virtual Agent integration with AI Agents

Advanced ServiceNow development skills:

• Script Includes, Business Rules, Client Scripts

• Flow Designer, Workflows

• ACLs, performance optimization

Strong understanding of ServiceNow data model, CMDB, and ITSM processes (Incident, Problem, Change, Request).

Experience integrating ServiceNow with enterprise systems using REST / APIs, MID Server, and event-driven patterns.

Solid knowledge of ServiceNow platform governance, upgrades, releases, and best practices.

Roles & Responsibilities

Serve as the onshore ServiceNow Architect supporting the ITSM onsite operations team.

Design, build, and deploy AI Agents on ServiceNow, enabling:

• Automated incident triage

• Root cause analysis assistance

• Context-aware recommendations

• Autonomous remediation workflows

Lead architecture and solution design for Now Assist ITSM implementations, ensuring AI capabilities are embedded into ITSM use cases.

Act as the technical escalation point for complex ITSM and platform issues.

Drive integration design and execution between ServiceNow and upstream/downstream enterprise systems.

Own platform-level decisions including:

• Customization strategy

• Reusability

• Performance and security controls

Collaborate closely with:

• IT operations

• Business stakeholders

• Offshore development teams

Ensure operational stability, platform hygiene, and continuous improvement of ITSM AI capabilities

Generic Managerial Skills, If any

Strong stakeholder communication and onshore coordination skills.

Ability to work directly with client leadership, operations teams, and architects.

Mentoring and guiding offshore teams on AI Agent design and ServiceNow best practices.

High ownership, accountability, and problem-solving mindset in a live operations environment.

Education

Bachelor’s degree in computer science/engineering/information systems or similar technical area