Specialist - Solution Architecture

Overview

Drive and support design, DevOps, technical strategy, and delivery of ServiceNow solutions for strategically aligned projects, acting as a ServiceNow SME.

What you'll do

• Drive the technical delivery of solutions from initiation through development, validation, go-live and user adoption.
• Collaborate with the Architect and Functional Analyst to ensure Solution Architectures align with the overall strategy.
• Partner across technical teams including Platform, FAs, and support teams to deliver business results and value through projects.
• Provide solution expertise and architecture guidance for ServiceNow applications across all sectors.
• Define the DevOps workflow and Agile for ServiceNow applications and improve efficiency and proficiency of the team.
• Collaborate with the customer and architect to establish processes and advance ServiceNow capability and usability, balancing strategic and customer-driven needs.
• Provide guidance and support locally and globally to troubleshoot complex problems in a timely manner.
• Regularly communicate and reinforce status, prioritization and timing to project, program and organizational leaders, including critical success measures, issues, and mitigation strategies.
• Be responsible for process, standards, governance and performance of shared structures and technical environments.
• Work in a highly matrixed organization spanning domestic and international locations.
• Access and evaluate products and vendors; negotiate small to moderate scale vendor SOWs.
• Architect, design and lead solutions for global processes across functional organizations.
• Create development standards and promote modularization and reuse of code.
• Contribute to policies, standard approaches and techniques.
• Track industry automation trends, contribute to selecting business cases, and develop prototypes and proofs of concept.
• Understand, learn and develop on different automation tools.
• Develop foundational capabilities for automation development and support at Eaton.
• Collaborate with business and development teams to drive robust testing methodologies.
• Work within operational and performance metrics to drive continuous improvement.

What you'll need

• Bachelor's degree in a technical discipline such as B.E / B.Tech / MCA / B.S. Computer Science / Mathematics / Engineering / Equivalent.
• 8+ years of relevant industry experience.
• 8+ years' experience in design, development, implementation and administration of ServiceNow application development.
• Must have knowledge of ServiceNow ITSM, Asset (HAM/SAM), Core Platform, Discovery, HRSD, SPM, CSDM, CMDB, ServiceNow scripting (Glide), ITIL, MID Servers, Flow Designer, IntegrationHub, and ATF.
• Additionally REST APIs, Oracle/SQL, Apigee, and Agile/Scrum.
• Strong programming and scripting experience with JDK, JSP, HTML, JavaScript.
• Must have experience with REST interfaces and OAuth2/JWT security.
• Experience in process consulting, problem definition, and design/detailing of processes.
• Exposure to and experience implementing ServiceNow upgrade projects.
• Preparation of technical specification documents.
• Lead technical solution design based on engineering and business requirements related to ServiceNow.
• Hands-on with the ServiceNow Generative AI stack: Now Assist (ITSM/HRSD/CSM/Creator), Generative AI Controller, AI Search (incl. Sensitive Data Handler) and EVAM configuration; ability to ground outputs in KB/CSDM/CMDB data and enforce data minimization.
• Experience configuring/extending Virtual Agent with GenAI (conversational catalog items, summarization, action recommendations) and retrieval-augmented patterns over knowledge articles and records.
• Agentic AI: design, orchestrate, and govern ServiceNow agents (OOTB and custom) for use cases such as incident trend analysis, problem investigation, and next-best-action; implement supervisor/worker multi-agent patterns and instrument telemetry, guardrails, and safe fallbacks.
• AI governance and risk: register AI assets, route approvals, and manage controls in AI Governance/Control Tower; apply guardrails for identity propagation, PII handling, audit logging (SIEM), and regulatory mapping (EU AI Act, NIST AI RMF).
• Test automation with ATF (including GenAI-assisted test generation); define A/B tests and success metrics for AI features (quality, deflection, MTTR, adoption).
• Experience integrating LLM endpoints via GenAI Controller/IntegrationHub (e.g., Azure OpenAI), securing secrets/proxies, and aligning with enterprise guardrails.
• Build agentic workflows that orchestrate remediation using catalog items, Playbooks, Flows/Subflows, and Scripted REST APIs; ensure change control and observability.

Nice to have

• Basic knowledge of SQL.

Details

• Location: Pune, Maharashtra, India.