AI ITSM Platform Architect (with ServiceNow)

Meet your recruiter Dariia Ulianova

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Vacancy details

Architecture

Solution Architect

United Kingdom

Remote

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We have a dream: to change industries through the power of digital technology. With a team of top-notch engineers by your side, you will develop groundbreaking solutions at Intellias. Let’s code the future together!

What project we have for you

You will join a strategic initiative focused on building a next-generation AI-enabled ITSM service offering, with ServiceNow as the primary platform foundation.

The project is centered on designing and validating how AI capabilities can be embedded into ITSM platforms architecture with future-ready architectures for AI agents, intelligent workflows, and automation across service management processes.

You will play a key role in ensuring that the AI ITSM concept is technically feasible, platform-aligned, scalable and market-relevant.

What you will do

Act as a platform and tooling architect for the AI-powered ITSM offering, with a strong focus on ServiceNow

Validate the feasibility of AI and agentic concepts within ITSM platforms (ServiceNow primary, while knowledge of JSM, BMC or other enterprise-level ITSM platforms is a big plus)

Assess and define integration approaches between ITSM tools, AI services, observability platforms, and automation layers

Design conceptual architectures for AI-enabled ITSM use cases (AI Service Desk, AIOps, Dynamic CMDB, Knowledge Automation)

Contribute to reference architectures, capability maps, and tooling recommendations for go-to-market offerings

Support pre-sales and internal enablement with platform-level insights and positioning

What you need for this

Strong hands-on and architectural experience with ServiceNow (must-have), including core ITSM modules
Solid understanding of AI capabilities within ServiceNow (e.g. Virtual Agent, predictive intelligence, workflow automation) along with excellent technical knowledge of ServiceNow integrations, APIs, and scripting

Experience designing or reviewing ITSM platform architectures, integrations, and data flows, with capability to manage ambiguity in a fast-paced environment and tailor consulting deliverables to different customer maturity levels (from early adopters to AI-ready enterprises).

Strong analytical and documentation skills; ability to explain platform concepts to non-technical stakeholders

Will be a plus:

working knowledge of Jira Service Management and/or BMC Helix as alternative ITSM platforms

What it’s like to work at Intellias

At Intellias, where technology takes center stage, people always come before processes. By creating a comfortable atmosphere in our team, we empower individuals to unlock their true potential and achieve extraordinary results. That’s why we offer a range of benefits that support your well-being and charge your professional growth.
We are committed to fostering equity, diversity, and inclusion as an equal opportunity employer. All applicants will be considered for employment without discrimination based on race, color, religion, age, gender, nationality, disability, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.
We welcome and celebrate the uniqueness of every individual. Join Intellias for a career where your perspectives and contributions are vital to our shared success.