Solution Architect, ServiceNow, AI Engineering

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Design and create responsive, accessible experiences for the Service Portal and AIUX framework, which includes custom widgets and scoped applications.

• Convert high-fidelity designs into sleek, responsive interfaces.

• Guide discovery sessions, technical design, estimation, demonstrations, and discussions regarding customer delivery.

• Develop AI applications and agentic workflows utilizing Claude or similar LLM platforms, enterprise APIs, and customer data.

• Execute retrieval, tool invocation, structured outputs, and human review processes.

• Construct and integrate frontend experiences, backend services, and enterprise systems both within and outside of ServiceNow.

• Ensure reliable operation through testing, assessment, observability, and failure management.

• Oversee technical delivery, including deployment, troubleshooting, documentation, and operational transition.

• Manage technical risks, project scope, and quality control.

• Assess AI quality, security, latency, and cost, and decide when to utilize AI as opposed to deterministic automation.

• Contribute reusable components and delivery methodologies, conduct code reviews, and mentor fellow engineers.

• Collaborate directly with customers on Service Portal architecture and Forward Deployed AI Engineering projects.

⛳️ Requirements

• A minimum of five years of software engineering experience, encompassing significant hands-on web development, ServiceNow development, and technical leadership in customer-facing roles.

• Proven experience in architecting and delivering intricate Service Portal solutions using JavaScript, AngularJS, HTML, CSS/SCSS, and Bootstrap.

• Strong foundation in web development principles, including modern JavaScript/TypeScript, frontend architecture, state management, and API integration.

• Comprehensive understanding of ServiceNow architecture, server-side scripting, scoped applications, data models, access controls, and integrations.

• Sound decision-making regarding configuration versus customization, with a focus on platform upgradeability and long-term sustainability.

• Full-stack engineering skills, covering backend services, APIs, and cloud deployment.

• Practical experience in designing and developing LLM-powered applications or agentic workflows.

• Knowledge of prompting, context management, retrieval, tool usage, structured outputs, and evaluation processes.

• Ability to safeguard enterprise data and enforce user and system permissions during retrieval and tool execution.

• Strong design sensibility with a focus on accessibility, performance, and maintainability.

• Effective communication skills with both business and technical stakeholders.

• CCA-F certification, or willingness and commitment to obtain it shortly after joining the team.

• Preferred: experience in delivering customer-facing AI applications and agentic workflows in production.

• Preferred: familiarity with Claude, Anthropic APIs, MCP, AI-assisted development tools, Python, modern frontend frameworks, automated testing, CI/CD, Now Assist, ServiceNow AI Agents, enterprise search, and ServiceNow CSA or CAD certifications.

🏝️ Benefits

• A diverse and inclusive workplace.

• An equal opportunity employer and affirmative action workplace.

• Disability accommodations available upon request.