Solution Architect ServiceNow Service Portal and AI Engineering

Role overview

This hands-on Solution Architect role centers on designing and delivering customer-facing digital experiences on a major enterprise service portal platform, alongside practical AI applications built on large language models. The position blends architecture, full-stack engineering, and applied AI work, taking engagements from discovery through production deployment. It suits someone who can lead technical conversations with customers while remaining directly engaged in building and reviewing code.

Responsibilities

- Architect responsive, accessible portal experiences, including scoped applications, custom widgets, and shared design system components - Translate high-fidelity designs into polished interfaces with close attention to layout, typography, interaction, and responsive behavior - Lead discovery, technical design, estimation, demonstrations, and delivery conversations with customers - Design and build AI applications and agentic workflows using large language models, enterprise APIs, and customer data - Implement retrieval, tool calling, structured outputs, and human review where appropriate - Connect frontend experiences, backend services, and enterprise systems inside and outside the platform - Plan for reliable operation through testing, evaluation, observability, and failure handling - Own technical delivery end-to-end, including deployment, troubleshooting, documentation, and operational handoff, while managing technical risks, scope, and quality - Evaluate AI quality, security, latency, and cost, and exercise judgment about when deterministic automation is the better fit - Contribute reusable components and delivery patterns, review code, and mentor other engineers

Requirements

- Five or more years of software engineering experience, including substantial hands-on web development, platform development, and customer-facing technical leadership - Demonstrated experience architecting and delivering complex service portal solutions using JavaScript, AngularJS, HTML, CSS/SCSS, and Bootstrap - Strong web development fundamentals, including modern JavaScript or TypeScript, frontend architecture, state management, and API integration - Deep understanding of platform architecture, server-side scripting, scoped applications, data models, access controls, and integrations - Sound judgment about configuration versus customization, with attention to upgradeability and long-term maintainability - Full-stack engineering capability extending beyond the platform, including backend services, APIs, and cloud deployment - Hands-on experience designing and building LLM-powered applications or agentic workflows intended for production - Practical knowledge of prompting, context management, retrieval, tool use, structured outputs, and evaluation - Ability to protect enterprise data, enforce user and system permissions across retrieval and tool execution, and troubleshoot model and integration behavior - Clear communication with both business and technical stakeholders, with comfort turning ambiguous requirements into working software - CCA-F certification, or readiness and commitment to earn it shortly after joining

Nice to have

- Production delivery of customer-facing AI applications and agentic workflows - Familiarity with Claude, Anthropic APIs, MCP, and AI-assisted development tools - Python, modern frontend frameworks, automated testing, and CI/CD experience - Experience with Now Assist, ServiceNow AI Agents, and enterprise search - CSA or CAD certifications, or equivalent demonstrated expertise