Project Role : Solution Architect
Project Role Description : Translate client requirements into differentiated, deliverable solutions using in-depth knowledge of a technology, function, or platform. Collaborate with the Sales Pursuit and Delivery Teams to develop a winnable and deliverable solution that underpins the client value proposition and business case.
Must have skills : ServiceNow IT Service Management (ITSM)
Good to have skills : NA
Minimum 15 year(s) of experience is required
Educational Qualification : 15 years full time education

Job Summary

We are seeking an experienced ServiceNow AI Architect to lead the design, architecture, and implementation of AI-powered solutions on the ServiceNow platform. The ideal candidate will have expertise in ServiceNow AI capabilities, enterprise architecture, workflow automation, and AI governance. This role involves defining AI strategy, integrating AI technologies, and enabling intelligent automation to improve business processes and user experiences.

Key Responsibilities
Define the AI strategy and roadmap for the ServiceNow platform aligned with business objectives.
Design and architect AI-powered solutions using ServiceNow AI capabilities, including:
Now Assist
Predictive Intelligence
Virtual Agent
AI Search
Document Intelligence
Generative AI integrations
Lead end-to-end architecture for AI-enabled workflows across ITSM, ITOM, HRSD, CSM, SPM, and SecOps.
Design integrations between ServiceNow and enterprise AI/LLM platforms (e.g., Azure OpenAI, OpenAI, Google Vertex AI, Amazon Bedrock).
Establish AI governance, security, compliance, and responsible AI best practices.
Collaborate with enterprise architects, business stakeholders, and development teams to define AI use cases and solution designs.
Develop scalable and secure AI architecture patterns for enterprise implementations.
Guide development teams on ServiceNow best practices, performance optimization, and AI solution implementation.
Conduct architecture reviews, technical assessments, and solution design workshops.
Evaluate emerging AI technologies and recommend adoption strategies.
Support platform upgrades and adoption of new AI capabilities released by ServiceNow.
Mentor architects, developers, and administrators on AI architecture and platform capabilities.
Required Skills
8–15+ years of experience in ServiceNow architecture, implementation, or consulting.
Strong expertise in ServiceNow platform architecture and application development.
Hands-on experience with:
Now Assist
Predictive Intelligence
Virtual Agent
AI Search
Flow Designer
IntegrationHub
Service Catalog
CMDB
CSDM
Strong knowledge of Generative AI, Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), prompt engineering, and AI orchestration.
Experience integrating ServiceNow with enterprise AI platforms and REST APIs.
Strong understanding of JavaScript, ServiceNow scripting, and platform APIs.
Experience designing enterprise-scale workflows and automation solutions.
Knowledge of ITIL processes and enterprise service management.
Strong architecture documentation and solution design skills.
Preferred Skills
Experience with AI governance, model lifecycle management, and responsible AI frameworks.
Knowledge of vector databases, embeddings, and semantic search concepts.
Experience with cloud platforms such as AWS, Microsoft Azure, or Google Cloud.
Familiarity with Kubernetes, Docker, CI/CD, and DevOps practices.
Experience with enterprise integration patterns and API management.
Understanding of security frameworks and compliance standards (e.g., ISO 27001, SOC 2, GDPR, HIPAA).
Qualifications
Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
Master's degree is a plus.
Preferred Certifications
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD)
ServiceNow Certified Implementation Specialist (CIS–ITSM or other relevant CIS certifications)
ServiceNow Certified Technical Architect (CTA) – Highly Preferred
ServiceNow Micro-Certifications in AI, Now Assist, or related areas
ITIL Foundation Certification
Cloud certifications (AWS, Microsoft Azure, or Google Cloud) are a plus
Desired Competencies
Enterprise architecture and solution design expertise.
Strong leadership, mentoring, and stakeholder management skills.
Excellent communication and presentation abilities.
Strategic thinking with the ability to translate business needs into AI-driven solutions.
Strong analytical, problem-solving, and decision-making skills.
Nice to Have
Experience delivering enterprise AI transformation initiatives on the ServiceNow platform.
Experience with Agentic AI, AI agents, and workflow orchestration.
Knowledge of enterprise data governance and AI security best practices.
Experience with Agile, Scrum, and SAFe methodologies.
Exposure to enterprise platforms such as SAP, Salesforce, Microsoft 365, Workday, Jira, and Azure Active Directory.

Additional Information:
- The candidate should have minimum 15 years of experience in ServiceNow IT Service Management (ITSM).
- This position is based at our Hyderabad office.
- A 15 years full time education is required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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