ServiceNow technical Architect
Remote
Contract opportunity
Key Responsibilities:
Serve as the technical architect for implementation and adoption of the Serval AI platform.
Understand Serval capabilities including Catalyst, Help Desk Agent, Proactive Agents, ITSM, workflows, skills, access management and integrations.
Design enterprise-grade AI and agentic automation architectures using Serval.
Identify high-value automation opportunities by analyzing existing IT service management processes, tickets, SOPs and operational workflows.
Design AI-driven workflows for incident/request management, employee support, onboarding/offboarding, access requests and other enterprise processes.
Architect Serval integration with existing ITSM, IAM, HR, collaboration, knowledge management and enterprise applications.
Design integrations using REST APIs, webhooks, SCIM and custom APIs/connectors.
Integrate Serval with existing ITSM environments such as ServiceNow, Jira/JSM or similar platforms.
Design secure human-in-the-loop and deterministic workflow patterns for AI-driven enterprise actions.
Establish architecture standards around AI governance, security, auditability, privacy, access controls and responsible AI.
Define approaches for knowledge ingestion, enterprise search, contextual retrieval and AI-assisted ticket resolution.
Develop POCs and rapidly validate Serval use cases before transitioning them into production.
Work closely with security, infrastructure, application, identity, data and service-management teams.
Produce solution architectures, integration designs, data flows, security models and implementation roadmaps.
Provide technical leadership to engineering and implementation teams.
Core Technical Skills:
Serval / AI Service Management Serval AI platform experience highly preferred.
Strong understanding of AI-native ITSM and enterprise service management.
Experience designing ITSM workflows covering incidents, requests, problems, changes and service automation.
Experience with ServiceNow, Jira Service Management, Freshservice or comparable enterprise ITSM platforms.
Understanding of AI-driven ticket classification, routing, resolution and workflow automation.
Generative & Agentic AI Strong knowledge of:
Large Language Models (LLMs) Agentic AI architectures AI agents and tool/function calling
Multi-step agent workflows RAG and enterprise knowledge retrieval Prompt engineering AI orchestration
Human-in-the-loop architectures
AI guardrails LLM evaluation and observability
Experience with technologies/frameworks such as LangChain, LangGraph, Semantic Kernel, AutoGen or equivalent agent orchestration frameworks is desirable.
Enterprise Integration Strong experience with: REST APIs Webhooks OAuth/OIDC SCIM
Event-driven integration Enterprise API architectures SaaS integration Custom connectors
Experience integrating platforms such as:
ServiceNow Microsoft ecosystem Workday Okta / Microsoft Entra ID Slack / Microsoft Teams Jira
Enterprise knowledge repositories Identity & Access Management
Understanding of: Identity lifecycle management
Role-based access control
Just-in-time access
Least privilege
Approval workflows
Access provisioning/deprovisioning Identity governance Experience with Okta, Microsoft Entra ID, SailPoint, Ping Identity or similar platforms is advantageous.
Cloud & Engineering:
Strong experience with AWS, Azure and/or Google Cloud Platform.
Python and/or JavaScript/TypeScript.
REST API development.
Kubernetes and containerized environments.
Terraform / Infrastructure as Code.
CI/CD and DevOps practices.
Enterprise security architecture.
Security & Governance
Given the enterprise environment, the architect must have strong understanding of:
AI governance and Responsible AI Data privacy and protection
Role-based access controls
Audit logging and traceability AI guardrails
Human approval mechanisms
Prompt injection and AI security risks
Secure API integration Secrets and credential management
Enterprise compliance requirements
Preferred Qualifications:
Hands-on Serval implementation or administration experience.
ServiceNow architecture/implementation experience.
Experience implementing enterprise Agentic AI solutions.
Experience with ITSM transformation programs.
Experience designing AI-powered enterprise workflow automation.
Experience integrating AI platforms with IAM, HR, ITSM and collaboration systems.
Experience taking AI solutions from POC through enterprise production deployment.
Experience working within large, highly governed global enterprises or financial/public-sector organizations.
Ideal Candidate
Profile We are looking for an architect who combines AI architecture with enterprise IT architecture.
The successful candidate should be capable of quickly learning Serval, understanding an existing enterprise environment, identifying where agentic automation creates meaningful value, building initial workflows/POCs and designing the architecture r
