ServiceNow Architect/Senior Technical Consultant - Agentic AI - HCM Staffing and Consulting

Role summary

Lead the design and rollout of agentic AI capabilities on the ServiceNow platform. Architect governed, auditable AI agents that plan, act, and learn across workflows like CSM, ITSM, SecOps, IRM, and SOM—leveraging Now Assist, Flow Designer, IntegrationHub, and a robust prompt-and-telemetry framework.

What you will do

• Define the agentic AI architecture on Now Platform
• Target operating model, human-in-the-loop, guardrails, and fallbacks
• Patterns for planning tools, action tools, memory, and evaluation
• Stand up a governed prompt and policy layer
• Prompt registry with versioning, approvals, rollback, and reuse
• Safety and privacy controls for PII, RBAC, and data residency
• Build autonomous and semi-autonomous flows
• Flow Designer actions that call governed prompts via Now Assist
• IntegrationHub spokes to execute actions in Jira, Slack, SAP, Salesforce, etc.
• Virtual Agent experiences with safe tool use and handoff to agents
• Operationalize model quality and spend
• Telemetry schema for latency, cost, Good/Needs-Work, hallucination rate
• Dashboards for execs and product owners with PA/UX analytics
• Offline eval sets and A/B tests for prompt or model changes
• Ship reference implementations for key use cases
• Case summarization and next-best-action for CSM/ITSM
• Knowledge article drafting with citations and metadata
• Change risk notes and impact analysis for ITSM/IRM
• SOC alert triage with playbook execution for SecOps
• Own security, compliance, and auditability
• AI risk controls aligned to ISO 27001, SOC 2, HIPAA or GDPR as needed
• Model and prompt change logs, CAB workflows, and red-team drills
• Coach and uplift the org
• Patterns, playbooks, and reusable components in scoped apps
• Enablement for delivery teams and customer stakeholders

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