Senior ServiceNow Enterprise Architect / ESM Advisor

Summary

The primary purpose of this role is to design and implement the backend architecture for an AI-powered employee help system leveraging ServiceNow. This involves creating a comprehensive architecture, operating model, and implementation plan to ensure effective workflows and integrations without the need for configuration or development work.

Main Responsibilities

• Validate the current ServiceNow setup, including modules, workflows, customizations, and integrations.

• Design the target architecture for the integration of AI front door with ServiceNow.

• Design integration and APIs for how AI interacts with ServiceNow.

• Assess knowledge and AI readiness in terms of knowledge base quality and permissions.

• Establish security and control measures for AI actions.

• Define the operating model and governance around the integration.

• Create an implementation roadmap detailing MVP scope, effort, and costs.

• Lead workshops and present findings to senior stakeholders.

Key Requirements

• 12+ years of IT experience.

• 8+ years of architect-level experience on ServiceNow.

• Experience in Enterprise Service Management beyond ITSM.

• Strong knowledge of integration architecture (IntegrationHub, REST APIs).

• Experience with AI and automation frameworks on ServiceNow.

• Advisory and consulting background in design authority and roadmaps.

Nice to Have

• ServiceNow Certified Technical Architect (CTA) or Master Architect.

• ServiceNow Certified System Administrator (CSA).

• Certified Implementation Specialist (CIS) and Micro-certifications.

Other Details

• Role Type: Advisory and design-focused, no configuration or build duties.

• Scope: Focus on planning, decision support, and design.

• Interaction: Client-facing role presenting to executives.