Business System Analyst, ServiceNow Solution Architect

The Business Systems team defines and builds the business IT architecture that supports the commercial operation of Waymo's autonomous fleet. The team stands at the intersection of finance, operations and IT; through creative architecture, expertise and attention to detail, it ensures that Waymo has world-class capabilities across all its business processes.

In this hybrid role, you will report to Business System Lead.

You will:

• Lead the architectural design, development, and implementation of enterprise ServiceNow solutions like HRSD, ITSM, WSD and Custom Apps, seamlessly embedding AI-powered features across the platform ecosystem.
• Architect and implement complex integrations between ServiceNow, external APIs, and large language models (LLMs) using Integration Hub and Custom Skill Kits.
• Design, build, and deploy custom generative AI workflows and contextual prompts using Now Assist Skill kit
• Establish code governance, standard development patterns, and rigorous security guardrails for AI agent orchestration and autonomous workflows.
• Partner with data and business teams to evaluate and clean foundational data sources (like CMDB) to ensure high-accuracy AI retrieval performance.
• Develop a framework for prompt engineering, Automated Test Frameworks (ATF), and platform upgrade strategies.

You have:

• 6+ years of software development experience, with at least 4 years specialized in ServiceNow architecture and advanced script configurations.
• Deep hands-on experience implementing ServiceNow generative AI solutions, including Now Assist or custom intelligent chatbots.
• Mastery of client/server scripting (JavaScript, GlideScript) and the ability to customize Service Portal widgets to accommodate AI user experiences.
• Strong understanding of Retrieval-Augmented Generation (RAG) frameworks, data structures, and how search algorithms function within enterprise knowledge bases.
• Proven track record managing multi-environment Update Set promotions, release cycles, and technical debt reduction strategies.
• Exceptional technical communication skills, with the ability to confidently present complex AI solutions and ROI metrics to business executives.

We prefer:

• Platform certications, such as ServiceNow Certified Technical Architect, ServiceNow Certified Application Developer (CAD) or ServiceNow implementation specializations.
• Experience working with AI Control Tower
• Hands-on exposure to advanced product lines such as IT Operations Management (ITOM) or Security Operations (SecOps).
• Background in data analytics tools (BigQuery) or advanced Performance Analytics for modeling operational automation trends.
• Active engagement with modern DevOps pipelines and source control integrations within the ServiceNow platform environment.
• A Bachelor's or Master's degree in Computer Science, Machine Learning, or a closely related quantitative STEM field.