Senior ServiceNow Architect – ITSM/ITOM & AI

Location: Grand Rapids (MI) | Employment Type: Full Time - 40 hours per week | Job Level: T5 | Work Preference: Onsite at work location address | Job Code: 245165

Job Description:

Senior ServiceNow Architect – ITSM/ITOM & AI

Position Overview

Architect enterprise-wide ServiceNow solutions that modernize ITSM and ITOM operations while leveraging AI and automation to improve workflows, accelerate mean-time-to-resolution (MTTR), and drive operational efficiency. This role combines enterprise platform architecture, ServiceNow AI capabilities, deep development and integration expertise, CMDB governance, and end-to-end platform deployment leadership.

What You'll Do / Key Responsibilities

Architect scalable, enterprise-wide target-state visions for the ServiceNow Now Platform.
Lead ITSM and ITOM modernization initiatives.
Deploy and leverage ServiceNow AI solutions, including Now Assist, Generative AI, Predictive Intelligence, NLU Virtual Agents, Agent Assist, and AIOps.
Architect and implement solutions across Service Catalog, Integration Hub, CMDB, Flow Designer, and Service Portal.
Develop complex ServiceNow custom applications using JavaScript and GlideRecord.
Establish CMDB governance and support scalable platform architecture.
Design and manage integrations using Integration Hub, REST/SOAP Web Services, and Mid Server Configuration.
Apply ServiceNow security capabilities including OAuth, SSO, ACL Security, and Domain Separation.
Orchestrate seamless, end-to-end platform deployments.
Apply architecture and governance practices, including Performance Analytics and Automated Test Framework (ATF).
Provide Agile/Scrum leadership.

Required Qualifications

Enterprise-wide ServiceNow / Now Platform architecture expertise.
ITSM and ITOM expertise, including Discovery, Service Mapping, and Event Management.
Experience with ServiceNow AI and automation capabilities, including Now Assist, Generative AI, Predictive Intelligence, NLU Virtual Agents, Agent Assist, and AIOps.
Strong knowledge of Service Catalog, Integration Hub, CMDB, Flow Designer, and Service Portal.
Strong ServiceNow development and scripting skills, including JavaScript, GlideRecord, Script Includes, Business Rules, Client Scripts, UI Policies/Actions, and Flow Designer.
Experience with integrations and security, including REST/SOAP Web Services, Mid Server Configuration, OAuth, SSO, ACL Security, and Domain Separation.
Experience with solution architecture, scalable target-state platform visions, CMDB governance, and end-to-end platform deployments.

Preferred Qualifications

Performance Analytics.
Automated Test Framework (ATF).
Agile/Scrum leadership.

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

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