ServiceNow Architect – NowAssist ITSM

Job Title:

ITSM Platform Architect – AI‑Enabled ITSM

Location: Philadelphia, PA


Full-Time





 Summary:


Seeking a senior ITSM Platform Architect to support onshore IT operations with a strong focus on AI‑enabled ITSM architecture and operations. This role leads the design and implementation of advanced AI agents embedded within ITSM processes, driving automation, intelligent decisioning, and operational efficiency in a live enterprise environment.





 Required / Mandatory Skills:

8+ years of hands‑on experience with an enterprise ITSM platform, with deep expertise in ITSM architecture and operations Proven experience designing and building AI Agents on an ITSM platform beyond standard out‑of‑the‑box AI features, including:

 Agent workflows
 Autonomous decisioning
 Contextual reasoning
 Orchestration and escalation logic

Strong expertise in AI‑assisted ITSM capabilities, including:

 Incident summarization
 Case deflection
 Intelligent routing
 Virtual agent integration with AI agents

Advanced platform development skills, including:

 Server‑side and client‑side scripting
 Business rules and access controls
 Workflow and flow‑based automation
 Performance optimization

Strong understanding of ITSM data models, CMDB, and core ITSM processes (Incident, Problem, Change, Request) Experience integrating the ITSM platform with enterprise systems using APIs, middleware, and event‑driven patterns Solid knowledge of platform governance, upgrades, release management, and best practices

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