ServiceNow Technical Architect

Title : ServiceNow Technical Architect

Location :USA Remote

Visa : GC/ USC/GC EAD/

Job Summary

We are looking for a hands-on ServiceNow Technical Architect with strong expertise in ITSM and Virtual Agent (VA) to design and deliver scalable automation solutions.

The role requires deep involvement in solution design, development oversight, and integration architecture, with a strong focus on self-service, chatbot automation, and ITSM workflow orchestration.

Key Responsibilities

1. Architecture & Solution Design

Define end-to-end architecture for ServiceNow solutions with primary focus on:
ITSM (Incident, Request, SLA lifecycle)
Virtual Agent (self-service and chatbot automation)
Translate business requirements into scalable, automation-driven solutions
Design conversational workflows integrated with backend ITSM processes
2. ServiceNow ITSM & Virtual Agent (Core Focus)

Lead design and implementation of Virtual Agent conversational flows
Intent recognition, topics, guided workflows
Architect chatbot-driven ITSM automation
Incident creation, request fulfillment, SLA orchestration
Ensure alignment between:
Virtual Agent (front-end interaction)
ITSM workflows (backend execution)
👉 Expected to have practical experience in building and deploying VA solutions, not just conceptual knowledge

3. Integration & Automation Architecture

Design and oversee integrations using:
REST / SOAP APIs
Integration Hub
MID Server
Integrate ServiceNow with:
Enterprise systems (HR, Identity, Monitoring tools)
Collaboration platforms (Teams, portals, etc.)
Ensure seamless data flow across chatbot → ITSM → downstream systems
4. Development Oversight (Hands-on Architecture)

Provide technical guidance on:
Glide scripting (JavaScript)
Flow Designer
Automation logic
Conduct code reviews and ensure adherence to best practices
Drive performance optimization and scalability
5. Governance & Best Practices

Define development standards for:
Virtual Agent design
ITSM workflows
Integrations
Ensure:
Secure coding practices
Compliance (PII masking, audit logging)
SLA-driven automation behavior
6. Stakeholder & Team Leadership

Lead design workshops with business and L1/L2 teams
Mentor developers on:
VA implementation
ITSM automation best practices
Align platform capabilities with business outcomes (deflection, containment, automation)
Required Skills & Qualifications

Experience

8+ years in ServiceNow
Strong hands-on experience in:
ITSM implementation
Virtual Agent development and deployment
Technical Skills (Mandatory)

ServiceNow ITSM (Incident, Request, SLA)
ServiceNow Virtual Agent:
Topic design
Conversational flows
Backend orchestration
Glide API (JavaScript)
Flow Designer & Integration Hub
REST API integrations
Architecture Expertise

End-to-end solution design for chatbot-driven automation
Integration architecture across enterprise systems
Understanding of ITSM lifecycle + automation
Certifications (Mandatory & Preferred)

Mandatory:

ServiceNow CSA
ServiceNow CIS (ITSM or any relevant module)
Preferred:

ServiceNow CAD
ServiceNow CTA
ITIL v4
Nice to Have

Experience with:
Predictive Intelligence (classification/routing)
AI-driven knowledge integration
Microsoft Teams / external channel integration
Knowledge of:
Conversation analytics
Chatbot containment optimization
Multi-channel support architecture