What are the responsibilities and job description for the ServiceNow NowAssist Architect — ITSM, ITOM & AI Integration | Fully REMOTE | W2 Only | position at Xlysi?
- Architect end-to-end NowAssist solutions for ITSM and ITOM, including AI-assisted incident summarization, change risk assessment, problem identification, alert noise reduction, and service impact analysis
- Evaluate and advise on CMDB completeness, accuracy, and health as a prerequisite to NowAssist implementation — identifying gaps in CI population, relationship mapping, and data normalization that would undermine AI output quality
- Assess client CSDM maturity across all four domains — Foundation Data, Service Portfolio, Service Mapping, and CMDB — and develop a remediation roadmap aligned to NowAssist readiness
- Define the architecture for how NowAssist consumes and reasons about CMDB and CSDM data, including service dependency context, CI relationships, and business service mapping
- Lead solution design for NowAssist integration with ITOM capabilities including Event Management, Service Graph Connectors, Health Log Analytics, and Predictive AIOps
- Design AI Search configurations for ITSM and ITOM knowledge — including document ingestion, semantic chunking strategies, relevancy tuning, and index governance
- Establish prompt engineering standards and skill configuration frameworks for ITSM and ITOM use cases, ensuring outputs are accurate, explainable, and aligned to operational workflows
- Architect integrations between NowAssist and external platforms including monitoring tools, CMDBs, APM solutions, cloud provider APIs, and IT asset management systems
- Define governance models for AI output validation, hallucination risk mitigation, and continuous improvement based on user feedback and skill performance analytics
- Guide development teams through implementation, conducting architecture reviews, setting coding standards, and ensuring solutions are scalable and maintainable
- Engage executive and senior technical stakeholders to communicate AI strategy, present solution designs, and align NowAssist investments to business outcomes
- Contribute to pre-sales and proposal efforts by defining solution scope, effort estimates, and technical differentiation for NowAssist engagements
Required Qualifications
- 7 years of ServiceNow platform experience, with at least 3 years in an architect or senior technical lead capacity
- Deep, hands-on expertise with ITSM — including Incident, Problem, Change, Request, and Knowledge Management — and how those processes generate and consume data relevant to AI
- Strong ITOM experience spanning Event Management, Discovery, Service Mapping, Health Log Analytics, and ITOM Visibility
- Expert-level understanding of CMDB architecture — CI classes, identification and reconciliation rules, relationship types, data sources, and CMDB health tooling
- Expert-level understanding of CSDM — including all four modeling domains, the logical and technical service hierarchy, and how CSDM alignment enables service-aware AI outcomes
- Demonstrated experience implementing or architecting NowAssist, Predictive Intelligence, AI Search, or Virtual Agent in production ITSM/ITOM environments
- Strong grasp of prompt engineering principles, LLM behavior, and how generative AI skill outputs are shaped by underlying data quality and context
- Proficiency in ServiceNow integration architecture — REST, GraphQL, MID Server, Integration Hub, and Service Graph Connectors
- Ability to assess organizational data maturity and build phased roadmaps that sequence foundational work ahead of AI capability deployment
- Excellent communication skills — able to present technical architecture to both engineering teams and C-level stakeholders without losing precision or relevance
Preferred Qualifications
- ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA)
- Certified Implementation Specialist in ITSM, ITOM, or both
- Experience with AIOps platforms and the patterns by which they ingest, correlate, and act on operational telemetry
- Familiarity with ServiceNow's Generative AI Controller and third-party LLM integrations, including Azure OpenAI
- Experience in FedRAMP or Government Community Cloud environments, particularly where CMDB and CSDM compliance requirements intersect with data governance
- Background in regulated industries — healthcare, government, financial services — where data integrity and auditability of AI outputs are non-negotiable
- Experience leading CMDB remediation programs, including engagement with Discovery, Service Graph Connectors, and third-party data sources
- Familiarity with ITIL 4 and how AI-assisted workflows map to service value chain activities