ServiceNow Architect/Senior Technical Consultant - Agentic AI - HCM Staffing and Consulting

Role summaryLead the design and rollout of agentic AI capabilities on the ServiceNow platform. Architect governed, auditable AI agents that plan, act, and learn across workflows like CSM, ITSM, SecOps, IRM, and SOM—leveraging Now Assist, Flow Designer, IntegrationHub, and a robust prompt-and-telemetry framework. What you will doDefine the agentic AI architecture on Now PlatformTarget operating model, human-in-the-loop, guardrails, and fallbacksPatterns for planning tools, action tools, memory, and evaluationStand up a governed prompt and policy layerPrompt registry with versioning, approvals, rollback, and reuseSafety and privacy controls for PII, RBAC, and data residencyBuild autonomous and semi-autonomous flowsFlow Designer actions that call governed prompts via Now AssistIntegrationHub spokes to execute actions in Jira, Slack, SAP, Salesforce, etc.Virtual Agent experiences with safe tool use and handoff to agentsOperationalize model quality and spendTelemetry schema for latency, cost, Good/Needs-Work, hallucination rateDashboards for execs and product owners with PA/UX analyticsOffline eval sets and A/B tests for prompt or model changesShip reference implementations for key use casesCase summarization and next-best-action for CSM/ITSMKnowledge article drafting with citations and metadataChange risk notes and impact analysis for ITSM/IRMSOC alert triage with playbook execution for SecOpsOwn security, compliance, and auditabilityAI risk controls aligned to ISO 27001, SOC 2, HIPAA or GDPR as neededModel and prompt change logs, CAB workflows, and red-team drillsCoach and uplift the orgPatterns, playbooks, and reusable components in scoped appsEnablement for delivery teams and customer stakeholdersEmployers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

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