ServiceNow Architect – NowAssist ITSM

Location: Philadelphia, PA
Description:

Job Title:
ITSM Platform Architect – AI-Enabled ITSM

Location: Philadelphia, PA

Full-Time

Summary:
Seeking a senior ITSM Platform Architect to support onshore IT operations with a strong focus on AI-enabled ITSM architecture and operations. This role leads the design and implementation of advanced AI agents embedded within ITSM processes, driving automation, intelligent decisioning, and operational efficiency in a live enterprise environment.

Required / Mandatory Skills:
• 8+ years of hands-on experience with an enterprise ITSM platform, with deep expertise in ITSM architecture and operations
• Proven experience designing and building AI Agents on an ITSM platform beyond standard out-of-the-box AI features, including:• Agent workflows
• Autonomous decisioning
• Contextual reasoning
• Orchestration and escalation logic

• Strong expertise in AI-assisted ITSM capabilities, including:• Incident summarization
• Case deflection
• Intelligent routing
• Virtual agent integration with AI agents

• Advanced platform development skills, including:• Server-side and client-side scripting
• Business rules and access controls
• Workflow and flow-based automation
• Performance optimization

• Strong understanding of ITSM data models, CMDB, and core ITSM processes (Incident, Problem, Change, Request)
• Experience integrating the ITSM platform with enterprise systems using APIs, middleware, and event-driven patterns
• Solid knowledge of platform governance, upgrades, release management, and best practices

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Contact:

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