ServiceNow Technical Automation Architect

Genesys•Virtual Office (Illinois), IL

1d•$123,300 - $216,700•Remote

About The Position

This remote, US-based role shapes how Genesys uses ServiceNow, generative AI, and intelligent automation to simplify shared services, accelerate platform delivery, and improve employee experiences at enterprise scale. The architect owns end-to-end architecture and enablement for AI-powered solutions across the ServiceNow ecosystem, converting high-value opportunities into secure, scalable capabilities that reduce manual work and improve decision-making. The role influences strategy across product, platform, Security, Legal, Architecture, and business teams, while establishing practical standards for AI interactions with enterprise code, data, workflows, and user information. It combines hands-on technical work with enterprise influence and offers opportunities to expand leadership across AI architecture, platform engineering, and automation. The position collaborates across teams to use AI and automation to improve experiences for employees and customers.

Requirements

Deep technical expertise with the ServiceNow platform and its modules, including JavaScript scripting, scoped applications, Flow Designer, IntegrationHub, Now Assist, and Automated Test Framework.
Strong software development expertise in JavaScript and proficiency in at least one additional programming language, such as Python.
Hands-on experience designing and implementing GenAI-enabled automation using tools such as Claude, Cursor, and GPT, with strong knowledge of prompt engineering, agent design, and Model Context Protocol (MCP).
Demonstrated experience designing scalable automation architectures across enterprise workflows, platforms, or shared services environments.
Strong background in CI/CD, source control, automated testing, release automation, and modern software engineering practices.
Advanced experience designing and supporting REST API integrations, including authentication, error handling, retries, monitoring, observability, and integration security practices.
Working knowledge of Okta and identity and access management concepts relevant to enterprise integrations.
Demonstrated ability to troubleshoot complex automation, AI, integration, and delivery pipeline failures, identify root causes, and design sustainable corrective actions.
Strong communication and stakeholder management skills, including explaining AI and technical architecture to non-technical audiences and influencing adoption across technical and business teams.
Experience establishing technical standards, reusable architecture patterns, governance practices, or guardrails for enterprise platforms and emerging technologies.

Nice To Haves

Experience integrating or supporting Genesys Cloud within an enterprise technology ecosystem.
ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), or Certified Implementation Specialist (CIS).
Experience implementing ServiceNow AI capabilities, including Now Assist or agentic automation.
Experience operating within a federated, global, or shared services technology model.
Proven track record of introducing and scaling new technologies across a large enterprise organization.

Responsibilities

Own end-to-end technical architecture for ServiceNow automation and GenAI initiatives, translating business opportunities into secure, scalable solutions that reduce manual effort and improve service delivery.
Drive enterprise adoption of GenAI by identifying high-value use cases, partnering with product owners and platform teams to bring concepts into production, and establishing adoption and business-value metrics.
Enable developers, business systems analysts, and architects to use Claude, Cursor, GPT, prompting, agents, and reusable AI patterns in their development and platform workflows.
Design scalable process automation using ServiceNow Flow Designer, scripting, IntegrationHub, Now Assist, AI agents, and related platform capabilities; choose approaches based on complexity, maintainability, security, and scale.
Transform platform delivery through AI-assisted development, code review, automated test generation, documentation, CI/CD, UAT, and Automated Test Framework practices to improve release velocity and reduce defects.
Architect and support integrations between AI tools, enterprise applications, and ServiceNow through REST APIs, MCP servers, IntegrationHub, and other patterns, including resilient error handling, retries, observability, and alerting.
Partner with Security, Legal, Architecture, and platform stakeholders to establish responsible-AI governance and guardrails, including standards for access to platform code, enterprise data, and user information.
Evaluate emerging GenAI technologies and ServiceNow AI capabilities, including Now Assist and agentic automation, and influence build-versus-adopt decisions based on enterprise value, risk, scalability, and platform strategy.
Strengthen operational resilience by automating triage, health checks, monitoring, and support workflows; diagnose complex automation, integration, AI output, and pipeline failures; and implement preventive improvements.
Maintain reusable architecture patterns, technical standards, runbooks, and documentation that support consistent scaling across processes, business units, and regions.

Benefits

Medical, dental, and vision insurance.
Telehealth coverage.
Flexible work schedules and work-from-home opportunities.
Development and career growth opportunities.
Open Time Off in addition to 10 paid holidays.
401(k) matching program.
Adoption assistance.
Fertility treatments.
Paid volunteer time.
August Free Fridays.
Well-being resources and regionally tailored programs for employees and their families.
The role might also be eligible for commission or performance-based bonus opportunities.