ServiceNow Technical Automation Architect
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Job Description
ServiceNow Technical Automation Architect designing GenAI-enabled workflows and integrations. Building scalable automation for Genesys’ AI-powered customer experience platform.
Responsibilities:
- Own the end-to-end technical architecture for ServiceNow automation and GenAI initiatives
- Translate 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 and moving concepts into production
- Establish metrics demonstrating GenAI adoption and business value
- Enable developers, business systems analysts, and architects to use Claude, Cursor, GPT, prompting, agents, and reusable AI patterns
- Design scalable process automation using ServiceNow Flow Designer, scripting, IntegrationHub, Now Assist, AI agents, and related platform capabilities
- Transform platform delivery through AI-assisted development, code review, automated test generation, documentation, CI/CD, UAT, and Automated Test Framework practices
- Architect and support integrations connecting AI tools and enterprise applications with ServiceNow through REST APIs, MCP servers, IntegrationHub, and other integration patterns
- Establish governance and guardrails for responsible AI use with Security, Legal, Architecture, and platform stakeholders
- Evaluate emerging GenAI technologies and ServiceNow AI capabilities and influence build-versus-adopt decisions
- Automate 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
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 Claude, Cursor, and GPT
- 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, with the ability to explain AI and technical architecture to non-technical audiences and influence adoption across technical and business teams
- Experience establishing technical standards, reusable architecture patterns, governance practices, or guardrails for enterprise platforms and emerging technologies
- 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) preferred
- 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
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
- Regionally tailored programs for employees and their families
- Mentorship, learning programs, leadership development and education support
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