About the Role
We are looking for a ServiceNow ITSM Solutions Architect who can maximize the value of our Moveworks conversational AI integration and prepare ServiceNow for next-generation agentic AI adoption. This role is pivotal in driving platform improvements, closing gaps, and ensuring ServiceNow evolves into a future-ready solution that enhances employee experience and productivity.
Key Responsibilities
Maximize Moveworks & AI Value
Assess current Moveworks integration within ServiceNow ITSM and identify underutilized capabilities.
Drive adoption and optimization of conversational AI features to improve employee experience and deflection rates.
Identify opportunities to expand agentic AI use cases across ITSM.
Platform Readiness & Strategy
Identify knowledge gaps, request form gaps, and process inefficiencies limiting AI effectiveness.
Strategize platform upgrades and evaluate new ServiceNow features.
Develop a T+30/60/90-day feature adoption plan.
Align roadmap with stakeholders, prioritize features, and secure organizational buy-in.
Solutioning & Delivery
Design advanced fulfiller-side capabilities leveraging Predictive Intelligence and Now Assist.
Collaborate with development teams to deliver projects in compliance with CRB and change management processes.
Architect scoped apps for custom workflows as needed.
Conduct POCs, demos, and training sessions to drive adoption.
Collaboration & Stakeholder Engagement
Partner with other solution architects to define end-to-end enterprise solutions.
Ensure roadmap execution is tied to measurable business outcomes.
Qualifications
10+ years of experience with ServiceNow ITSM in solutioning, design, and delivery.
Proven expertise in optimizing ServiceNow for conversational AI platforms like Moveworks.
Strong knowledge of Predictive Intelligence, Now Assist, and scoped app development.
Experience in platform upgrades, feature roadmaps, and adoption planning.
Excellent stakeholder management, communication, and change management skills.
Ability to conduct POCs, training, and enablement sessions for technical and non-technical teams.