Description

Responsibilities:

Strategic Solution Leadership & Architecture:

Lead the technical solutioning process for all ServiceNow projects, ensuring alignment with business objectives, architectural standards, and the overall ServiceNow strategy.

Define and communicate a clear architectural vision and roadmap for the ServiceNow platform, ensuring alignment with Highmark Health's enterprise strategy.

Establish and enforce architectural standards, governance policies, and development best practices.

Lead the end-to-end design of scalable, resilient, and high-performing ServiceNow solutions, maximizing out-of-the-box functionality and minimizing technical debt. Conduct impact analysis for proposed architectural changes.

ServiceNow Development & Implementation:

Lead the design, development, configuration, and implementation of complex ServiceNow solutions, primarily within the ITSM suite (Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge Management).

Develop and maintain custom applications, modules, workflows, UI Policies, Business Rules, Client Scripts, Script Includes, and ACLs, ensuring adherence to best practices and coding standards.

Design and implement robust integrations between ServiceNow and other enterprise systems using various technologies (REST/SOAP APIs, MID Servers, IntegrationHub).

Perform code reviews, ensure quality assurance, and provide technical guidance to development teams.

Generative AI & Agentic AI Strategy & Implementation:

Now Assist & Gen AI Deployment: Strategically design, configure, and deploy ServiceNow Now Assist features across ITSM and other relevant modules to significantly enhance agent productivity and user self-service. This includes:

Implementing and optimizing intelligent summarization, intelligent routing, and task automation using Gen AI.

Developing and refining AI-powered search capabilities for knowledge and service catalog.

Customizing and expanding conversational AI experiences within Virtual Agent leveraging Now Assist capabilities.

Agentic AI Principles: Be a thought leader in applying Agentic AI principles to design and build intelligent automation solutions within ServiceNow, where autonomous agents can proactively identify patterns, suggest solutions, and execute predefined actions with increasing autonomy.

Evaluate, prototype, and integrate custom Gen AI models or leverage ServiceNow's AI capabilities to create bespoke, innovative solutions.

Collaborate with data scientists and machine learning engineers to integrate advanced AI services into the ServiceNow ecosystem.

Integration, Data Architecture & Optimization:

Design comprehensive integration strategies and architectures for connecting ServiceNow with critical external systems.

Optimize data models within ServiceNow, including CMDB and CSDM, ensuring data integrity and consistency.

Identify and champion opportunities to leverage AI/ML within ITSM processes for predictive analytics, root cause analysis, automation, and enhanced service delivery.

Optimize CMDB and Service Catalog through AI-driven insights for data quality, mapping, and user experience.

Implement and analyze AI-driven reporting and dashboards to measure the impact of Gen AI initiatives.

Security, Compliance & Technical Leadership:

Architect secure solutions within ServiceNow, considering roles, groups, ACLs, authentication, and compliance with healthcare regulations (e.g., HIPAA) and internal policies.

Act as a technical subject matter expert for ServiceNow ITSM and Generative AI, providing expert guidance, mentorship, and training to development teams and stakeholders.

Foster a culture of innovation, continuous learning, and architectural excellence within the ServiceNow practice.

Stay abreast of the latest ServiceNow releases, features, AI advancements, and industry trends, proactively recommending strategic adoption and best practices.

Work with US and enGen Global leaders to provide regular project status updates, risk assessments, and strategic recommendations, ensuring that all stakeholders are informed and aligned on project goals and timelines.

Effectively communicate complex technical concepts to both technical and non-technical audiences, fostering collaboration and alignment across the organization.

Qualifications:

Required Skills & Experience:

Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.

ServiceNow Experience:

10+ years of extensive hands-on experience as a ServiceNow Developer and/or Architect.

8+ years of in-depth experience with ServiceNow ITSM modules (Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge Management).

AI Experience:

3+ years of practical experience implementing, architecting, and configuring Generative AI features within ServiceNow, with specific expertise in Now Assist capabilities.

Proven experience applying and conceptualizing Agentic AI principles to build intelligent automation solutions.

Technical Proficiency:

Deep understanding of ServiceNow platform architecture, design patterns, and best practices.

Strong proficiency in JavaScript, GlideScript, HTML, CSS, and REST/SOAP APIs.

Solid understanding of ITIL principles and their practical application within an enterprise environment.

Experience working in Agile/Scrum development methodologies.

Leadership & Communication:

Exceptional analytical, problem-solving, and critical thinking skills with a strong aptitude for innovation in AI.

Superior communication (written and verbal), presentation, and interpersonal skills, with the ability to articulate complex technical and architectural concepts to diverse audiences.

Proven ability to lead technical discussions, influence decision-making, and successfully drive initiatives.

Preferred Qualifications:

ServiceNow Certified Master Architect or Certified Technical Architect.

ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD).

ServiceNow Certified Implementation Specialist (CIS) in ITSM and/or other relevant modules.

Certification or demonstrable experience with ServiceNow's AI/ML capabilities (e.g., Predictive Intelligence, Virtual Agent, Now Assist).

Experience with Natural Language Processing (NLP) and Large Language Models (LLMs), including fine-tuning or prompt engineering.

Familiarity with cloud platforms (AWS, Azure, GCP) and integrating cloud services with ServiceNow for AI workloads.

Experience with other ServiceNow modules (e.g., ITOM, ITAM, CSM).

Experience with scripting languages like Python for data processing, AI model integration, or advanced automation

Key Skills

Education

Bachelor's degree