ServiceNow Solutions Architect

Location: Telecommute
Job type: Contract
Work hours: 8am to 5pm
Education: Bachelor’s degree

Responsibilities

• Deploy and configure Now Assist capabilities including Generative AI, AI Agents, Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, and Document Intelligence across customer instances.
• Translate AI Transformation Architect blueprints into working configurations, integrations, and workflows following ServiceNow best practices.
• Rapidly prototype and iterate on AI use cases in alignment with customer-defined success metrics.
• Drive measurable AI adoption outcomes including active user rates, workflow automation coverage, and time-to-value for Now Assist features.
• Partner with AI Transformation Architects to execute customer-specific AI adoption roadmaps, sprint plans, and go-live checklists.
• Facilitate customer workshops, enablement sessions, and hands-on training to build AI literacy and sustained usage.
• Surface and escalate adoption blockers (technical, organizational, or behavioral) and recommend targeted interventions.
• Serve as the on-the-ground technical expert for AI-related questions, issues, and guidance across the customer lifecycle.
• Act as SME alongside AI Transformation Architects in customer steering meetings, executive briefings, and QBRs.
• Identify, debug, and advise on configuration conflicts, data gaps, or architecture issues that block AI activation.
• Document customer configurations, AI use case outcomes, and lessons learned to contribute to the AI Adoption Team knowledge base and repeatability.
• Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (e.g., using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry).

Requirements

• 7 years of ServiceNow configuration and implementation experience with demonstrated hands-on AI feature deployments.
• Hands-on experience deploying one or more of the following: Now Assist GenAI, AI Agents, Virtual Agent, NLU, AI Search, Task Intelligence, or Document Intelligence.
• Understanding of AI/ML concepts including Large Language Models (LLMs), prompt engineering, and Generative AI, particularly in enterprise workflow contexts.
• Minimum 2 active ServiceNow CIS certifications; ServiceNow Certified Application Developer (CAD) preferred.
• Demonstrated ability to influence and consult, providing options with pros, cons, and risks in complex customer environments while delivering thought leadership.
• Proven ability to translate customer business requirements into working platform configurations and deliver against sprint-based timelines.
• Experience with ServiceNow platform capabilities including Flow Designer, Integration Hub, Studio IDE, APIs, and Automated Test Framework to support AI data flows and configurations.
• Strong communication skills; able to explain technical concepts to non-technical stakeholders and lead enablement sessions confidently.
• Experience with AI adoption frameworks and change management methodologies preferred.
• Knowledge of enterprise AI governance, data privacy considerations, and responsible AI practices preferred.
• Experience with data management, database design, and database concepts.
• Strong interpersonal skills, customer-centric attitude, and ability to operate within a culturally diverse environment.
• Proven ability to mentor junior consultants or lead technical workstreams.
• Analytical and problem-solving abilities with a keen eye for detail.
• Good presentation and report-writing skills.
• Up to 30% travel annually.

Pay

$90 - $100 per hour

Benefits

• Comprehensive benefits package, including medical, prescription, dental, vision, AD&D, and life insurance offerings.
• Short-term disability.
• 401K plan (all benefits are based on eligibility).