ServiceNow Architect/Senior Technical Consultant - Agentic AI

Summary: Lead the design and implementation of agentic AI capabilities on the ServiceNow platform, focusing on creating auditable AI agents that enhance various workflows. The role involves defining AI architecture, establishing safety controls, and operationalizing model quality. Additionally, it includes coaching teams and enabling delivery for customer stakeholders. This position is remote and requires expertise in AI and ServiceNow technologies.

Key Responsibilities:

• Define the agentic AI architecture on Now Platform
• Establish target operating model, human-in-the-loop, guardrails, and fallbacks
• Create patterns for planning tools, action tools, memory, and evaluation
• Implement a governed prompt and policy layer
• Manage prompt registry with versioning, approvals, rollback, and reuse
• Ensure safety and privacy controls for PII, RBAC, and data residency
• Build autonomous and semi-autonomous flows
• Develop Flow Designer actions that call governed prompts via Now Assist
• Utilize IntegrationHub spokes to execute actions in Jira, Slack, SAP, Salesforce, etc.
• Design Virtual Agent experiences with safe tool use and handoff to agents
• Operationalize model quality and spend
• Create telemetry schema for latency, cost, Good/Needs-Work, hallucination rate
• Develop dashboards for execs and product owners with PA/UX analytics
• Conduct offline eval sets and A/B tests for prompt or model changes
• Ship reference implementations for key use cases
• Implement case summarization and next-best-action for CSM/ITSM
• Draft knowledge articles with citations and metadata
• Perform change risk notes and impact analysis for ITSM/IRM
• Manage SOC alert triage with playbook execution for SecOps
• Own security, compliance, and auditability
• Align AI risk controls to ISO 27001, SOC 2, HIPAA or GDPR as needed
• Maintain model and prompt change logs, CAB workflows, and red-team drills
• Coach and uplift the organization
• Create patterns, playbooks, and reusable components in scoped apps
• Provide enablement for delivery teams and customer stakeholders

Key Skills:

• Expertise in ServiceNow platform and AI technologies
• Experience with governed AI architecture and workflows
• Knowledge of safety and privacy controls (PII, RBAC, data residency)
• Ability to develop autonomous and semi-autonomous AI flows
• Familiarity with IntegrationHub and Flow Designer
• Strong analytical skills for telemetry and model quality
• Experience in coaching and enabling teams
• Understanding of compliance standards (ISO 27001, SOC 2, HIPAA, GDPR)

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT