Role-ServiceNow AI Architect
Location-Remote in Canada
Skills-
The AI Architect is the senior technical authority for the design, configuration, and delivery of the ServiceNow AI Control Tower (AICT) solution.
Working within the Infosys delivery team, this role is accountable for translating the business requirements captured in the Statement of Work into a robust, scalable, and governance-compliant AICT architecture on the Yokohama release platform.
The role spans the full implementation lifecycle — from blueprinting and technical design through build, integration, testing, go-live, and Hypercare — and transitions into ongoing architectural oversight during the Phase 2 Managed Services engagement.
REQUIRED QUALIFICATIONS & EXPERIENCE
Technical Expertise — Essential
Competency Area
Requirements
ServiceNow Platform
8+ years on ServiceNow; deep expertise in Yokohama or Zurich release; strong understanding of ITSM, GRC, ITOM, and Integration Hub
AI Control Tower (AICT)
Hands-on experience with ServiceNow AI Control Tower; demonstrated ability to configure AI asset lifecycle, risk scoring, and governance workflows
CMDB & CSDM
Expert-level knowledge of ServiceNow CMDB and Common Service Data Model (CSDM); experience aligning AI asset models to CSDM
AI Governance Frameworks
Practical knowledge of NIST AI Risk Management Framework (RMF); experience mapping enterprise AI policies to governance controls
GRC Integration
Experience integrating ServiceNow with GRC platforms (Purview, ZenGRC or similar); understanding of compliance evidence generation
Identity & Access
Integration experience with Azure Active Directory, SSO, and MFA in ServiceNow context; RBAC design with least-privilege enforcement
Integration Hub
Proven Integration Hub / MID Server experience; REST and SOAP APIs; telemetry feed integration for asset discovery
Reporting & Analytics
ServiceNow Performance Analytics and Reporting; executive dashboard design; PowerBI connectivity assessment
Certifications — Required
- ServiceNow Certified Implementation Specialist (CIS) — IT Service Management or GRC
- ServiceNow Certified System Administrator (CSA)
- Additional preferred: CIS – Discovery, CIS – ITOM, CIS – SecOps, or AI/ML-related certifications
Delivery & Professional Experience
- 10+ years in enterprise technology delivery, with at least 5 years in a senior architect or technical lead role
- Experience delivering ServiceNow implementations for regulated industries (energy, utilities, finance, or healthcare preferred)
- Track record of leading complex, multi-stakeholder ServiceNow programmes from design through hypercare
- Experience working in a blended onsite/offshore delivery model
- Familiarity with AI governance, responsible AI principles, and enterprise AI risk management
PREFERRED QUALIFICATIONS
- Experience with Microsoft M365 Copilot, Copilot Studio, or locally hosted LLM environments from a governance and oversight perspective
- Knowledge of Microsoft Purview and ZenGRC platforms and their integration patterns
- Experience with enterprise Virtual Agent (NLU) configuration in ServiceNow
- Familiarity with ServiceNow Agent-to-Agent (A2A) or MCP protocol developments
- Experience supporting Train-the-Trainer delivery and stakeholder enablement programmes
1. Solution Architecture & Technical Design
- Lead the blueprinting and technical design of the AI Control Tower solution on ServiceNow Zurich release.
- Architect the AI Asset Registry and lifecycle framework covering ServiceNow-native, Microsoft M365 Copilot, Copilot Studio, and locally hosted LLM assets, aligned to the CMDB and Common Service Data Model (CSDM)
- Design AI lifecycle workflows: onboarding, risk assessment, approval, deployment, monitoring, and retirement
- Define risk tier classification and automated risk scoring models within AICT
- Produce the Technical Design Document, Architecture Diagram, and CSDM-aligned data model as formal SOW deliverables
2. AI Governance & Compliance Architecture
- Design the governance framework mapping client’s Policy 314 (Company Generative AI policy) and the NIST AI Risk Management Framework (RMF) into AICT compliance controls
- Architect the audit trail and evidence generation approach: decision logs, approval records, exception tracking, and audit-ready evidence packages
- Design runtime guardrail policies and sensitive data flow monitoring controls within AICT
- Define integration architecture with existing GRC platforms (Microsoft Purview and ZenGRC) using OOB connectors or Integration Hub patterns
3. Integration Architecture
- Design and oversee the implementation of all integrations specified in the SOW:
◦ Azure Active Directory / SSO / MFA — identity and access management
◦ Enterprise endpoint and cloud telemetry feeds for AI asset discovery
◦ GRC integrations: Purview and ZenGRC
◦ Email notification and alerting systems
- Assess and document PowerBI publish feasibility via ServiceNow reporting export
- Produce the Integration Design and Configuration Document as a formal deliverable
4. Role-Based Access & Workspace Design
- Architect role-based access control (RBAC) with least-privilege enforcement for all defined stakeholder personas: AI CoE / AI Governance, Information Security & Risk, IT Operations / Infrastructure, and Business Approvers
- Design tailored workspace configurations and dashboards per role, including governance and risk views, operational monitoring views, and executive AI risk summaries
5. Build Oversight & Quality Assurance
- Provide technical leadership to the development team throughout the 17-week Build phase (Jul 13 – Nov 10, 2026)
- Review all configuration outputs to ensure alignment with the approved design and OOB-first principles
- Ensure all AICT configurations minimise custom code to reduce long-term maintenance burden
- Support System Integration Testing (SIT) and User Acceptance Testing (UAT) — technically triage defects and oversee resolution
- Participate in go-live readiness review and production deployment
6. Phase 2 – Managed Services Architectural Oversight
- Serve as the architectural authority during the Phase 2 Managed Services engagement
- Review and approve AICT platform enhancements (up to 40 hours/month) for architectural consistency
- Advise on the ongoing onboarding of new AI assets and agents to the Control Tower registry
- Lead periodic AI risk posture reviews and compliance gap assessments
- Provide technical input to audit-evidence packaging and quarterly AI governance reports
- Assess and advise on ServiceNow platform upgrade impact for annual upgrade cycles
Pay: $70.00-$80.00 per hour
Work Location: Remote
