Senior Business Automation Architect (ServiceNow Agentic AI)

About the role

SITA is looking for a Senior Business Automation Architect to lead the design and delivery of AI‑driven automation solutions on the ServiceNow platform. You will shape governed, scalable Agentic AI architectures that blend workflow automation, data, and intelligent agents to boost operational efficiency across the enterprise.

Key responsibilities

• Design and implement Agentic AI solutions using ServiceNow components such as AI agents, orchestration, and advanced workflows.
• Define architecture for AI‑enabled processes, including agent boundaries, approval flows, and fallback mechanisms.
• Ensure governance, auditability, and control of all AI‑driven actions.
• Integrate AI solutions with existing enterprise workflows, data models, and external systems.
• Identify automation opportunities and translate them into scalable, AI‑enhanced solutions.
• Monitor, tune, and optimize AI‑driven processes to deliver measurable business value.
• Collaborate with business stakeholders, architects, and delivery teams throughout the solution lifecycle.

Required profile

• 5+ years of experience on the ServiceNow platform, including solution design and architecture.
• At least 3 years focused on ServiceNow Customer Service Management or Customer Success Management.
• Hands‑on experience with AI‑driven solutions or workflow automation (Now Assist / AI agents preferred).
• Strong understanding of workflow design, automation patterns, and enterprise system integration.
• Experience designing governed automation with approvals, controls, and auditability.
• Solid grasp of data models and data‑driven architecture.
• Excellent stakeholder management and communication skills.

Required skills

• ServiceNow platform
• ServiceNow Customer Service Management
• Now Assist / AI agents
• Workflow automation and orchestration
• Data modeling and enterprise integration
• AI governance, risk, and compliance frameworks (nice to have)

What we offer

• Diverse, inclusive environment operating in 200 countries.
• Flexible work arrangements: up to 2 days remote per week, flexible days, and up to 30 remote days per year.
• Comfortable office spaces and a culture that supports work‑life balance.