Servicenow Gen AI Architect

ServiceNow GenAI Architect

Experience: 515 Years
Location: Indore
Interview Mode: Face-to-Face (F2F) – Indore Office
Interview Date: 26th September 2026

Job Summary

We are looking for an experienced ServiceNow GenAI Architect to lead the design, implementation, and adoption of Generative AI capabilities across the ServiceNow platform.

The ideal candidate will have strong experience in ServiceNow architecture and GenAI/AI capabilities, with hands-on expertise in Now Assist, AI Search, Virtual Agent, intelligent automation, AI Agents/Agentic AI, Knowledge Management, and ServiceNow integrations.

The candidate will work closely with business stakeholders, ServiceNow teams, data/AI teams, and enterprise architects to identify AI use cases and deliver secure, scalable, and business-focused GenAI solutions.

Key Responsibilities

• Design and implement Generative AI solutions on the ServiceNow platform.
• Lead the architecture and implementation of ServiceNow Now Assist and GenAI capabilities.
• Identify and evaluate business use cases where GenAI can improve service delivery, employee experience, automation, and operational efficiency.
• Design AI-powered solutions across ServiceNow modules such as ITSM, ITOM, CSM, HRSD, ITAM, SecOps and GRC/IRM.
• Implement and optimize Now Assist capabilities for relevant ServiceNow workflows and applications.
• Design AI-powered experiences using Virtual Agent, AI Search, Knowledge Management and conversational AI.
• Work with AI Agents / Agentic AI capabilities to automate multi-step enterprise workflows.
• Integrate ServiceNow with external AI/LLM platforms and enterprise applications where required.
• Design secure architectures for LLM, GenAI, APIs, enterprise data and ServiceNow integrations.
• Develop strategies for prompt design, grounding, knowledge retrieval, response quality, and AI governance.
• Ensure AI solutions follow enterprise security, privacy, compliance, and responsible-AI standards.
• Define technical architecture, solution designs, integration patterns, data flows, and implementation roadmaps.
• Work with ServiceNow developers and AI/ML engineers to translate architecture into production-ready solutions.
• Evaluate AI-generated responses and improve accuracy, relevance, reliability, and user experience.
• Establish appropriate guardrails for GenAI applications, including access control, data protection, human oversight, and auditability.
• Conduct technical feasibility assessments, POCs, and demonstrations for new GenAI capabilities.
• Monitor and optimize AI solution performance, scalability, cost, and adoption.
• Stay current with ServiceNow's evolving AI and GenAI capabilities and recommend relevant solutions.

Mandatory Technical Skills

ServiceNow

Strong experience with the ServiceNow platform and preferably multiple ServiceNow modules:

• ITSM
• ITOM
• ITAM
• CSM
• HRSD
• SecOps
• GRC / IRM
• CMDB
• Knowledge Management
• Service Portal / Employee Center

Strong understanding of:

• ServiceNow platform architecture
• ServiceNow scripting
• Business Rules
• Script Includes
• Client Scripts
• Glide APIs
• Flow Designer
• IntegrationHub
• REST/SOAP APIs
• ServiceNow data model
• ServiceNow security and access controls

GenAI / AI Capabilities

Hands-on experience with one or more of the following:

• ServiceNow Now Assist
• Generative AI on ServiceNow
• AI Search
• Virtual Agent
• Conversational AI
• Knowledge Management
• AI-powered workflow automation
• AI Agents / Agentic AI
• Prompt engineering
• LLM-based applications
• Retrieval-Augmented Generation (RAG)
• Enterprise AI assistants
• AI governance and responsible AI

LLM & AI Integration

Experience working with enterprise GenAI technologies such as:

• OpenAI / Azure OpenAI
• Microsoft Copilot / Azure AI
• Google Gemini / Vertex AI
• Anthropic Claude
• Amazon Bedrock
• Other enterprise LLM platforms

Understanding of:

• Large Language Models (LLMs)
• Prompt engineering
• Embeddings
• Vector databases
• RAG architectures
• Context management
• LLM APIs
• Model evaluation
• Hallucination mitigation
• AI guardrails
• AI security and data privacy

Integration & API Experience

Strong experience with:

• REST APIs
• SOAP APIs
• IntegrationHub
• MID Server
• Scripted REST APIs
• OAuth
• SAML / SSO
• Enterprise application integrations
• LLM/API integrations

Experience integrating ServiceNow with external AI platforms, enterprise applications, knowledge repositories, CRM/ERP platforms, and cloud services will be preferred.

AI Architecture & Governance

The candidate should understand:

• Enterprise GenAI architecture
• AI security and governance
• Data privacy and access control
• Prompt and response governance
• AI observability and monitoring
• Human-in-the-loop mechanisms
• Responsible AI principles
• Model and prompt evaluation
• Data classification and protection
• Cost and performance optimization for GenAI applications

Preferred Certifications

Candidates with the following certifications will be preferred:

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist (CIS)
• ServiceNow AI / GenAI-related certifications
• ServiceNow Certified Technical Architect (CTA) – highly desirable
• Relevant cloud AI certifications from AWS, Microsoft Azure, or Google Cloud

Preferred Experience

• Experience implementing enterprise GenAI use cases.
• Experience with ServiceNow Now Assist implementations.
• Experience building AI-powered ServiceNow workflows and automation.
• Experience with RAG-based enterprise applications.
• Experience integrating ServiceNow with LLM platforms.
• Experience with AI Agents / Agentic workflows.
• Experience conducting GenAI POCs and converting them into production solutions.
• Experience working with large enterprise ServiceNow environments.

Soft Skills

• Excellent communication and stakeholder-management skills.
• Strong solution-design and architectural thinking.
• Ability to communicate complex AI concepts to non-technical stakeholders.
• Strong analytical and problem-solving skills.
• Ability to lead technical discussions and architecture reviews.
• Strong documentation and presentation skills.
• Ability to mentor developers and technical teams.
• Business-oriented approach to identifying practical AI use cases.

Experience

5–15 years of overall IT experience, with significant experience in ServiceNow and AI/GenAI technologies.

Candidates with a combination of ServiceNow Architect/Developer experience + hands-on GenAI implementation experience will be strongly preferred.

Interview Details

Interview Mode: Face-to-Face (F2F)
Interview Location: Indore Office
Interview Date: 26th September 2026

Candidates must be available to attend the F2F interview at the Indore office on the scheduled date.

Ideal Candidate

The ideal candidate should be a ServiceNow + GenAI specialist, not merely a traditional ServiceNow developer.

Strong candidates will typically demonstrate:

ServiceNow Architecture Now Assist GenAI/LLMs AI Search/Virtual Agent RAG AI Agents/Automation Enterprise Integrations AI Governance