Senior Business Automation Architect – ServiceNow AI

About the role

As a Senior Business Automation Architect specializing in ServiceNow Agentic AI, you will lead the design and delivery of AI‑driven automation solutions that enhance operational efficiency across the enterprise. You will collaborate with business and technology teams to embed intelligent agents into workflows, data models, and decision‑making processes.

Key responsibilities

• Design and implement governed, scalable Agentic AI solutions on the ServiceNow platform.
• Define architecture for AI‑enabled workflows, including agent boundaries, approval processes, and fallback mechanisms.
• Ensure governance, auditability, and control for all AI‑driven actions.
• Integrate AI agents with existing enterprise systems, data models, and orchestration tools.
• Identify automation opportunities and translate them into scalable solutions.
• Monitor, tune, and optimize AI‑driven processes to deliver measurable business value.
• Partner with stakeholders, architects, and delivery teams to align solutions with business objectives.

Required profile

• 5+ years of ServiceNow experience, including solution design and architecture.
• At least 3 years in ServiceNow Customer Service Management or Customer Success Management.
• Hands‑on experience with AI‑driven solutions or workflow automation (Now Assist / AI agents preferred).
• Strong understanding of workflow design, automation patterns, and enterprise system integration.
• Experience designing governed automation with approvals, controls, and auditability.
• Excellent stakeholder management and communication skills.

Required skills

• ServiceNow platform
• AI agents and Now Assist
• Workflow automation and orchestration
• Enterprise system integration
• Data modeling and data‑driven architecture

What we offer

• Diverse, inclusive work environment operating in 200 countries.
• Hybrid work model with up to two days per week remote.
• Flexibility in workday and location, including up to 30 days per year remote work.
• Opportunities to work on cutting‑edge AI and automation projects in the aviation sector.