ServiceNow NowAssist Architect — ITSM, ITOM & AI Integration | Fully REMOTE | W2 Only |

Xlysi•Chicago, IL

7d•Remote

About The Position

Architect end-to-end NowAssist solutions for ITSM and ITOM, including AI-assisted incident summarization, change risk assessment, problem identification, alert noise reduction, and service impact analysis Evaluate and advise on CMDB completeness, accuracy, and health as a prerequisite to NowAssist implementation — identifying gaps in CI population, relationship mapping, and data normalization that would undermine AI output quality Assess client CSDM maturity across all four domains — Foundation Data, Service Portfolio, Service Mapping, and CMDB — and develop a remediation roadmap aligned to NowAssist readiness Define the architecture for how NowAssist consumes and reasons about CMDB and CSDM data, including service dependency context, CI relationships, and business service mapping Lead solution design for NowAssist integration with ITOM capabilities including Event Management, Service Graph Connectors, Health Log Analytics, and Predictive AIOps Design AI Search configurations for ITSM and ITOM knowledge — including document ingestion, semantic chunking strategies, relevancy tuning, and index governance Establish prompt engineering standards and skill configuration frameworks for ITSM and ITOM use cases, ensuring outputs are accurate, explainable, and aligned to operational workflows Architect integrations between NowAssist and external platforms including monitoring tools, CMDBs, APM solutions, cloud provider APIs, and IT asset management systems Define governance models for AI output validation, hallucination risk mitigation, and continuous improvement based on user feedback and skill performance analytics Guide development teams through implementation, conducting architecture reviews, setting coding standards, and ensuring solutions are scalable and maintainable Engage executive and senior technical stakeholders to communicate AI strategy, present solution designs, and align NowAssist investments to business outcomes Contribute to pre-sales and proposal efforts by defining solution scope, effort estimates, and technical differentiation for NowAssist engagements Required Qualifications 7+ years of ServiceNow platform experience, with at least 3 years in an architect or senior technical lead capacity Deep, hands-on expertise with ITSM — including Incident, Problem, Change, Request, and Knowledge Management — and how those processes generate and consume data relevant to AI Strong ITOM experience spanning Event Management, Discovery, Service Mapping, Health Log Analytics, and ITOM Visibility Expert-level understanding of CMDB architecture — CI classes, identification and reconciliation rules, relationship types, data sources, and CMDB health tooling Expert-level understanding of CSDM — including all four modeling domains, the logical and technical service hierarchy, and how CSDM alignment enables service-aware AI outcomes Demonstrated experience implementing or architecting NowAssist, Predictive Intelligence, AI Search, or Virtual Agent in production ITSM/ITOM environments Strong grasp of prompt engineering principles, LLM behavior, and how generative AI skill outputs are shaped by underlying data quality and context Proficiency in ServiceNow integration architecture — REST, GraphQL, MID Server, Integration Hub, and Service Graph Connectors Ability to assess organizational data maturity and build phased roadmaps that sequence foundational work ahead of AI capability deployment Excellent communication skills — able to present technical architecture to both engineering teams and C-level stakeholders without losing precision or relevance

Requirements

7+ years of ServiceNow platform experience, with at least 3 years in an architect or senior technical lead capacity
Deep, hands-on expertise with ITSM — including Incident, Problem, Change, Request, and Knowledge Management — and how those processes generate and consume data relevant to AI
Strong ITOM experience spanning Event Management, Discovery, Service Mapping, Health Log Analytics, and ITOM Visibility
Expert-level understanding of CMDB architecture — CI classes, identification and reconciliation rules, relationship types, data sources, and CMDB health tooling
Expert-level understanding of CSDM — including all four modeling domains, the logical and technical service hierarchy, and how CSDM alignment enables service-aware AI outcomes
Demonstrated experience implementing or architecting NowAssist, Predictive Intelligence, AI Search, or Virtual Agent in production ITSM/ITOM environments
Strong grasp of prompt engineering principles, LLM behavior, and how generative AI skill outputs are shaped by underlying data quality and context
Proficiency in ServiceNow integration architecture — REST, GraphQL, MID Server, Integration Hub, and Service Graph Connectors
Ability to assess organizational data maturity and build phased roadmaps that sequence foundational work ahead of AI capability deployment
Excellent communication skills — able to present technical architecture to both engineering teams and C-level stakeholders without losing precision or relevance

Nice To Haves

ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA)
Certified Implementation Specialist in ITSM, ITOM, or both
Experience with AIOps platforms and the patterns by which they ingest, correlate, and act on operational telemetry
Familiarity with ServiceNow's Generative AI Controller and third-party LLM integrations, including Azure OpenAI
Experience in FedRAMP or Government Community Cloud environments, particularly where CMDB and CSDM compliance requirements intersect with data governance
Background in regulated industries — healthcare, government, financial services — where data integrity and auditability of AI outputs are non-negotiable
Experience leading CMDB remediation programs, including engagement with Discovery, Service Graph Connectors, and third-party data sources
Familiarity with ITIL 4 and how AI-assisted workflows map to service value chain activities

Responsibilities

Architect end-to-end NowAssist solutions for ITSM and ITOM
Evaluate and advise on CMDB completeness, accuracy, and health
Assess client CSDM maturity across all four domains
Define the architecture for how NowAssist consumes and reasons about CMDB and CSDM data
Lead solution design for NowAssist integration with ITOM capabilities
Design AI Search configurations for ITSM and ITOM knowledge
Establish prompt engineering standards and skill configuration frameworks for ITSM and ITOM use cases
Architect integrations between NowAssist and external platforms
Define governance models for AI output validation, hallucination risk mitigation, and continuous improvement
Guide development teams through implementation
Engage executive and senior technical stakeholders to communicate AI strategy
Contribute to pre-sales and proposal efforts