• Define enterprise architecture and AI strategy leveraging Now Assist across ITSM, CSM, HRSD, and enterprise workflows. • Architect and optimize conversational AI solutions using Now Assist Virtual Agent, including advanced dialog orchestration and GenAI-based interactions. • Design and implement Agentic AI frameworks for autonomous workflow execution and multi-step reasoning use cases. • Lead implementation and optimization of Predictive Intelligence and Task Intelligence models including classification, clustering, similarity, regression, and recommendation engines. • Establish AI governance, monitoring, compliance, and lifecycle management strategies using AI Control Tower. • Architect secure, scalable, and high-performing ServiceNow solutions aligned with enterprise architecture standards. • Provide technical leadership for AI model validation, prompt engineering standards, hallucination mitigation, and bias controls. • Lead integrations with external AI/ML platforms, LLM providers, and enterprise systems via REST/SOAP APIs. • Define CI/CD strategies, DevOps automation, and release governance for AI deployments. • Conduct architecture reviews, performance tuning, and platform optimization. • Mentor developers, QA teams, and administrators on AI best practices and ServiceNow architectural standards. • Collaborate with executive stakeholders to align AI initiatives with business outcomes and ROI objectives. • Drive innovation by evaluating emerging AI capabilities within the ServiceNow ecosystem.

• Design, develop, and maintain ServiceNow applications, workflows, and custom modules to support business operations. • Develop and deploy AI-driven virtual agents and automation workflows using ServiceNow’s Virtual Agent and Natural Language Understanding (NLU) features. • Partner with stakeholders across teams to gather requirements and deliver scalable, maintainable technical solutions. • Build and manage integrations with external systems using REST/SOAP APIs and AI services. • Optimize performance and functionality of ServiceNow applications while adhering to industry best practices. • Ensure high code quality, security, and maintainability across all development deliverables.

• Administer and operate ServiceNow ITOM Discovery, Service Mapping, and CMDB; act as a CMDB administrator to maintain data quality and operational readiness. • Create, maintain, and continuously improve Application Service Maps in ServiceNow; streamline and automate service mapping where possible. • Support improved reporting and impact analysis using CMDB/service mapping data (e.g., relationships between configuration items (CIs), applications, and ownership/impact). • Provide operational support including monitoring, incident response, and request fulfillment related to ServiceNow ITOM administration (note: Event Management is out of scope). • Partner with client stakeholders and technical teams to drive “heavy lifting” for mapping/CMDB improvements and day-to-day administration. • Support a large-scale CMDB and mapping footprint (millions of CIs and thousands of applications/service maps) and help sustain mapping maturity. • Provide coverage aligned to 24x7 needs with a standard work schedule and after-hours support as required.

• Lead end-to-end development of scoped ServiceNow applications, from design through deployment and testing. • Design and implement secure system architectures and data models to support scalable application delivery. • Develop and maintain automated test suites to ensure quality, reliability, and regression coverage. • Integrate ServiceNow with external systems using REST-based APIs and data transformation pipelines. • Build custom user interfaces where out-of-the-box capabilities fall short, ensuring performant and intuitive UX. • Analyze, debug, and optimize ServiceNow performance while enforcing platform security standards. • Collaborate with cross-functional teams to align technical delivery with product and reporting goals. • Attend regular internal practice community meetings. • Collaborate with your itD practice team on industry thought leadership. • Complete client case studies and learning material (blogs, media material).