ServiceNow NowAssist Architect — ITSM, ITOM & AI Integration | Fully REMOTE | W2 Only |

Chicago, IL - USA

Monthly Salary: Not Disclosed

Posted on: 6 days ago

Vacancies: 1 Vacancy

Job Summary

Architect end-to-end NowAssist solutions for ITSM and ITOM including AI-assisted incident summarization change risk assessment problem identification alert noise reduction and service impact analysis
Evaluate and advise on CMDB completeness accuracy and health as a prerequisite to NowAssist implementation identifying gaps in CI population relationship mapping and data normalization that would undermine AI output quality
Assess client CSDM maturity across all four domains Foundation Data Service Portfolio Service Mapping and CMDB and develop a remediation roadmap aligned to NowAssist readiness
Define the architecture for how NowAssist consumes and reasons about CMDB and CSDM data including service dependency context CI relationships and business service mapping
Lead solution design for NowAssist integration with ITOM capabilities including Event Management Service Graph Connectors Health Log Analytics and Predictive AIOps
Design AI Search configurations for ITSM and ITOM knowledge including document ingestion semantic chunking strategies relevancy tuning and index governance
Establish prompt engineering standards and skill configuration frameworks for ITSM and ITOM use cases ensuring outputs are accurate explainable and aligned to operational workflows
Architect integrations between NowAssist and external platforms including monitoring tools CMDBs APM solutions cloud provider APIs and IT asset management systems
Define governance models for AI output validation hallucination risk mitigation and continuous improvement based on user feedback and skill performance analytics
Guide development teams through implementation conducting architecture reviews setting coding standards and ensuring solutions are scalable and maintainable
Engage executive and senior technical stakeholders to communicate AI strategy present solution designs and align NowAssist investments to business outcomes
Contribute to pre-sales and proposal efforts by defining solution scope effort estimates and technical differentiation for NowAssist engagements

Required Qualifications

7 years of ServiceNow platform experience with at least 3 years in an architect or senior technical lead capacity
Deep hands-on expertise with ITSM including Incident Problem Change Request and Knowledge Management and how those processes generate and consume data relevant to AI
Strong ITOM experience spanning Event Management Discovery Service Mapping Health Log Analytics and ITOM Visibility
Expert-level understanding of CMDB architecture CI classes identification and reconciliation rules relationship types data sources and CMDB health tooling
Expert-level understanding of CSDM including all four modeling domains the logical and technical service hierarchy and how CSDM alignment enables service-aware AI outcomes
Demonstrated experience implementing or architecting NowAssist Predictive Intelligence AI Search or Virtual Agent in production ITSM/ITOM environments
Strong grasp of prompt engineering principles LLM behavior and how generative AI skill outputs are shaped by underlying data quality and context
Proficiency in ServiceNow integration architecture REST GraphQL MID Server Integration Hub and Service Graph Connectors
Ability to assess organizational data maturity and build phased roadmaps that sequence foundational work ahead of AI capability deployment
Excellent communication skills able to present technical architecture to both engineering teams and C-level stakeholders without losing precision or relevance

Preferred Qualifications

ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA)
Certified Implementation Specialist in ITSM ITOM or both
Experience with AIOps platforms and the patterns by which they ingest correlate and act on operational telemetry
Familiarity with ServiceNows Generative AI Controller and third-party LLM integrations including Azure OpenAI
Experience in FedRAMP or Government Community Cloud environments particularly where CMDB and CSDM compliance requirements intersect with data governance
Background in regulated industries healthcare government financial services where data integrity and auditability of AI outputs are non-negotiable
Experience leading CMDB remediation programs including engagement with Discovery Service Graph Connectors and third-party data sources
Familiarity with ITIL 4 and how AI-assisted workflows map to service value chain activities

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Architect end-to-end NowAssist solutions for ITSM and ITOM including AI-assisted incident summarization change risk assessment problem identification alert noise reduction and service impact analysisEvaluate and advise on CMDB completeness accuracy and health as a prerequisite to NowAssist implement...

Architect end-to-end NowAssist solutions for ITSM and ITOM including AI-assisted incident summarization change risk assessment problem identification alert noise reduction and service impact analysis
Evaluate and advise on CMDB completeness accuracy and health as a prerequisite to NowAssist implementation identifying gaps in CI population relationship mapping and data normalization that would undermine AI output quality
Assess client CSDM maturity across all four domains Foundation Data Service Portfolio Service Mapping and CMDB and develop a remediation roadmap aligned to NowAssist readiness
Define the architecture for how NowAssist consumes and reasons about CMDB and CSDM data including service dependency context CI relationships and business service mapping
Lead solution design for NowAssist integration with ITOM capabilities including Event Management Service Graph Connectors Health Log Analytics and Predictive AIOps
Design AI Search configurations for ITSM and ITOM knowledge including document ingestion semantic chunking strategies relevancy tuning and index governance
Establish prompt engineering standards and skill configuration frameworks for ITSM and ITOM use cases ensuring outputs are accurate explainable and aligned to operational workflows
Architect integrations between NowAssist and external platforms including monitoring tools CMDBs APM solutions cloud provider APIs and IT asset management systems
Define governance models for AI output validation hallucination risk mitigation and continuous improvement based on user feedback and skill performance analytics
Guide development teams through implementation conducting architecture reviews setting coding standards and ensuring solutions are scalable and maintainable
Engage executive and senior technical stakeholders to communicate AI strategy present solution designs and align NowAssist investments to business outcomes
Contribute to pre-sales and proposal efforts by defining solution scope effort estimates and technical differentiation for NowAssist engagements

Required Qualifications

7 years of ServiceNow platform experience with at least 3 years in an architect or senior technical lead capacity
Deep hands-on expertise with ITSM including Incident Problem Change Request and Knowledge Management and how those processes generate and consume data relevant to AI
Strong ITOM experience spanning Event Management Discovery Service Mapping Health Log Analytics and ITOM Visibility
Expert-level understanding of CMDB architecture CI classes identification and reconciliation rules relationship types data sources and CMDB health tooling
Expert-level understanding of CSDM including all four modeling domains the logical and technical service hierarchy and how CSDM alignment enables service-aware AI outcomes
Demonstrated experience implementing or architecting NowAssist Predictive Intelligence AI Search or Virtual Agent in production ITSM/ITOM environments
Strong grasp of prompt engineering principles LLM behavior and how generative AI skill outputs are shaped by underlying data quality and context
Proficiency in ServiceNow integration architecture REST GraphQL MID Server Integration Hub and Service Graph Connectors
Ability to assess organizational data maturity and build phased roadmaps that sequence foundational work ahead of AI capability deployment
Excellent communication skills able to present technical architecture to both engineering teams and C-level stakeholders without losing precision or relevance

Preferred Qualifications

ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA)
Certified Implementation Specialist in ITSM ITOM or both
Experience with AIOps platforms and the patterns by which they ingest correlate and act on operational telemetry
Familiarity with ServiceNows Generative AI Controller and third-party LLM integrations including Azure OpenAI
Experience in FedRAMP or Government Community Cloud environments particularly where CMDB and CSDM compliance requirements intersect with data governance
Background in regulated industries healthcare government financial services where data integrity and auditability of AI outputs are non-negotiable
Experience leading CMDB remediation programs including engagement with Discovery Service Graph Connectors and third-party data sources
Familiarity with ITIL 4 and how AI-assisted workflows map to service value chain activities