[Hiring] ServiceNow NowAssist Architect @Xlysi

Role Description

• Architect end-to-end NowAssist solutions for ITSM and ITOM, including:
  • AI-assisted incident summarization
  • Change risk assessment
  • Problem identification
  • Alert noise reduction
  • 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
  • Data normalization that would undermine AI output quality
• Assess client CSDM maturity across all four domains:
  • Foundation Data
  • Service Portfolio
  • Service Mapping
  • CMDB
• Define the architecture for how NowAssist consumes and reasons about CMDB and CSDM data, including:
  • Service dependency context
  • CI relationships
  • Business service mapping
• Lead solution design for NowAssist integration with ITOM capabilities, including:
  • Event Management
  • Service Graph Connectors
  • Health Log Analytics
  • Predictive AIOps
• Design AI Search configurations for ITSM and ITOM knowledge, including:
  • Document ingestion
  • Semantic chunking strategies
  • Relevancy tuning
  • Index governance
• Establish prompt engineering standards and skill configuration frameworks for ITSM and ITOM use cases, ensuring outputs are:
  • Accurate
  • Explainable
  • Aligned to operational workflows
• Architect integrations between NowAssist and external platforms, including:
  • Monitoring tools
  • CMDBs
  • APM solutions
  • Cloud provider APIs
  • IT asset management systems
• Define governance models for AI output validation, hallucination risk mitigation, and continuous improvement based on:
  • User feedback
  • Skill performance analytics
• Guide development teams through implementation, conducting:
  • Architecture reviews
  • Setting coding standards
  • Ensuring solutions are scalable and maintainable
• Engage executive and senior technical stakeholders to:
  • Communicate AI strategy
  • Present solution designs
  • Align NowAssist investments to business outcomes
• Contribute to pre-sales and proposal efforts by:
  • Defining solution scope
  • Effort estimates
  • Technical differentiation for NowAssist engagements

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
  • Knowledge Management
• Strong ITOM experience spanning:
  • Event Management
  • Discovery
  • Service Mapping
  • Health Log Analytics
  • ITOM Visibility
• Expert-level understanding of CMDB architecture, including:
  • CI classes
  • Identification and reconciliation rules
  • Relationship types
  • Data sources
  • CMDB health tooling
• Expert-level understanding of CSDM, including:
  • All four modeling domains
  • The logical and technical service hierarchy
  • How CSDM alignment enables service-aware AI outcomes
• Demonstrated experience implementing or architecting:
  • NowAssist
  • Predictive Intelligence
  • AI Search
  • 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, including:
  • REST
  • GraphQL
  • MID Server
  • Integration Hub
  • 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

Preferred Qualifications

• 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
  • Third-party data sources
• Familiarity with ITIL 4 and how AI-assisted workflows map to service value chain activities

Company Description

Xlysi LLC, Expert Portal Solutions

251 Milwaukee Ave, Buffalo Grove, IL 60089

Web: http://www.xlysi.com

E-mail: [email protected]

Our training portal registration: http://xlysi.catsone.com/careers/index.php?m=portal&a=apply&jobOrderID=345179&portalID=2106