Senior ServiceNow Solution Architect

We are seeking a highly experienced ServiceNow professional to lead the design, implementation, and optimization of ServiceNow ITSM and Employee Experience solutions. The ideal candidate will possess strong expertise in ServiceNow ITSM Pro, Now Assist, Agentic AI, Virtual Agent, Platform Analytics, Service Portal, UI Builder, and enterprise integrations. The role involves working closely with business stakeholders, architects, and delivery teams to design scalable digital workflows, AI-driven automation, and user-centric service experiences., ServiceNow Platform & ITSM

• Lead implementation and enhancement of ITSM processes including Incident, Problem, Change, Request, Knowledge, and Major Incident Management.
• Configure and optimize ITSM Pro capabilities and best practices.
• Drive ServiceNow platform governance, performance, scalability, and upgrade planning.

Now Assist & Agentic AI

• Design and implement ServiceNow Now Assist capabilities across ITSM processes.
• Define and configure AI Agents, Agentic Workflows, and AI-powered operational use cases.
• Assess governance, risk, compliance, and security considerations associated with AI capabilities.
• Collaborate with stakeholders to identify suitable automation opportunities leveraging Agentic AI.

Virtual Agent & Conversational Experiences

• Design and develop Virtual Agent topics and conversational workflows.
• Integrate Virtual Agent with ITSM, Service Catalog, Knowledge Management, and external systems.
• Improve employee and support experiences through self-service and AI-assisted interactions.

Service Portal & UI Builder

• Design modern employee experiences using Employee Center, Service Portal, and UI Builder.
• Develop reusable UI components, custom pages, and workspace experiences.
• Ensure high usability, accessibility, and responsive design standards.

Platform Analytics & Reporting

• Design dashboards, scorecards, KPIs, Performance Analytics indicators, and executive reports.
• Provide operational insights and service performance measurements.
• Enable data-driven decision-making through analytics and visualization.

Integrations & Automation

• Lead integrations with enterprise applications using IntegrationHub, REST, SOAP, MID Server, and spokes.
• Design integration patterns, orchestration workflows, and event-driven automation.
• Work with external systems such as Azure DevOps, IAM, Monitoring Tools, Asset Management, and IT Operations platforms.

Architecture & Leadership

• Provide solution architecture guidance and technical leadership.
• Participate in discovery workshops, roadmap planning, and solution design sessions.
• Mentor development and administration teams.
• Review technical designs and ensure alignment with ServiceNow best practices.

Required Skills

ServiceNow Products

• ITSM / ITSM Pro
• Now Assist
• AI Agents & Agentic AI
• Virtual Agent
• Performance Analytics
• Integration Hub
• Service Portal
• UI Builder
• Employee Center
• Flow Designer
• App Engine

Technical Skills

• JavaScript
• REST APIs
• SOAP APIs
• JSON/XML
• Integration Hub Spokes
• MID Server
• ServiceNow Scripting
• ACLs, Business Rules, Client Scripts
• Catalog Development

• ServiceNow Certified System Administrator (CSA)
• Certified Implementation Specialist (CIS-ITSM)
• Certified Application Developer (CAD)
• ServiceNow Certified AI Professional / Generative AI Certifications
• ServiceNow Certified Technical Architect (CTA) preferred
• ITIL V4 Foundation or Managing Professional

Experience

• 10+ years of ServiceNow platform experience.
• 5+ years in ITSM implementations.
• 2- 3 years in Now Assist Agentic AI implementation
• Experience with AI-enabled ServiceNow solutions, Now Assist, Virtual Agent, and enterprise integrations.
• Experience leading large-scale ServiceNow transformation programs in enterprise environments.

Nice to Have

• AI Governance and Responsible AI experience.
• Knowledge of AIOps, Event Management, CMDB, and ITOM.
• Experience with Agentic AI adoption frameworks and operational governance.
• Multi-cloud and enterprise integration experience.

Skills Mandatory Skills : ServiceNow ITSM

LTM is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 750 clients, LTM brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTM - a Larsen & Toubro Group company - combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale. For more information, please visit ., LTM is an AI-centric global technology services company and the Business Creativity partner to the world’s largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI - enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM - a Larsen & Toubro company - owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltm.com/careers/recruitment-fraud-alert