| Job Description: |
Role Summary
We are looking for a Client-Facing Technical Lead to drive digital transformation initiatives across ServiceNow and AI-driven ecosystems, with a strong emphasis on Agentic AI adoption and platform integration.
In this role, the person will act as a trusted advisor to clients, leading strategy, architecture, and implementation of AI-enabled service operations across complex enterprise environments. You will interface directly with client stakeholders, translating business needs into scalable, intelligent automation solutions.
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Key Responsibilities
• Serve as the primary technical lead and client interface for delivering AI-enabled ServiceNow transformation programs.
• Lead the design and deployment of Agentic AI use cases, aligning solutions to client-specific service towers and business outcomes.
• Provide strategic oversight and delivery across multi-tower service operations, including ITSM, ITOM, and ITAM.
• Architect and implement solutions within the ServiceNow platform ecosystem, including workflows, automation, and integrations.
• Drive adoption of AI-powered capabilities (Now Assist), including:
o Custom skill development and optimization of OOTB capabilities
o AI agent workflows and orchestration using AI Studio
o Establishment of AI governance, guardrails, and responsible AI practices
• Lead AIOps strategy and execution, enhancing observability, predictive analytics, and automated remediation.
• Collaborate with client stakeholders to define and implement AI Control Tower frameworks for governance and operational excellence.
• Integrate ServiceNow with enterprise AI platforms and external ecosystems, enabling cross-platform automation and intelligence.
• Provide thought leadership on Workflow Data Fabric to enable unified data-driven workflows across enterprise systems.
• Establish and guide DevOps and CI/CD best practices, including ServiceNow release management and deployment pipelines.
• Contribute to pre-sales, solution shaping, and client workshops, bringing innovation and domain-led insights.
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Required Qualifications
• Strong experience in ServiceNow platform architecture and implementation, including:
o ITSM, ITOM (Event Management), ITAM
o CMDB, Discovery, and Service Mapping
o Workflow automation and platform extensibility
• Proven track record in client-facing roles, leading enterprise-scale transformation programs.
• Hands-on expertise in Now Assist and AI-driven ServiceNow capabilities.
• Experience managing cross-functional delivery across multiple service towers.
• Solid understanding of:
o Workflow Data Fabric concepts
o CI/CD pipelines and DevOps methodologies
• Strong stakeholder management, communication, and consulting skills.
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Preferred Qualifications
• Experience in AIOps leadership and implementation.
• Exposure to AI Control Tower frameworks and enterprise AI governance models.
• Familiarity with ServiceNow playbooks and automation integrations (e.g., Ansible).
• Experience with modern AI ecosystems and multi-agent frameworks, including:
o Lang Graph, Cursor AI, MCP
o Agent-to-Agent (A2A) protocols
o Integration of platforms such as AWS Bedrock with ServiceNow
• Enterprise architecture certifications such as TOGAF.
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Key Competencies
• Client-centric mindset with strong consulting and advisory capabilities
• Strong leadership in complex, multi-vendor, and multi-platform environments
• Excellent communication, presentation, and executive engagement skills
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Value Proposition (Client Impact)
• Drive AI-led service transformation and operational efficiency
• Enable intelligent automation at scale across enterprise IT landscapes
• Improve service resilience, observability, and user experience
• Accelerate time-to-value through integrated AI and ServiceNow solutions
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