Job Title: ServiceNow & Moveworks Platform Lead/Architect (ITSM, ITOM, HR & Agentic AI)
Job Location: Remote Job, Site is based in Texas
Job Duration: 6 months
This is a high-level strategic role with the candidate being responsible for both overall platform strategy / direction working over a team, rather than the candidate being an individual contributor.
MoveWorks experience (a tool used for ServiceNow automation) would be very helpful as well.
Overall this candidate will be focused on determining strategy for the ServiceNow platform as a whole and in particular someone with AI or automation experience will be a strong candidate as a lot of the work being done will involve figuring out what platform functions can be automated in the future and putting together a roadmap to get that automation implemented.
Role Summary
We are seeking a hands-on, outcome-driven ServiceNow & Moveworks Platform Lead to own the strategy, architecture, delivery, and continuous improvement of the enterprise ServiceNow platform and Moveworks AI ecosystem.
This role is accountable for platform governance, roadmap execution, cross-functional delivery, and measurable business value across ITSM, ITOM, HR Service Delivery, and AI-driven automation.
This is not a ticket-driven admin role. This is a platform leadership role responsible for scale, reliability, automation maturity, and AI-first service transformation.
Core Responsibilities
Platform Ownership & Strategy
Own end-to-end ServiceNow and Moveworks platform strategy, architecture, and delivery roadmap
Define platform vision aligned with enterprise IT, HR, and Digital Transformation goals
Establish platform standards, guardrails, and governance models
Drive platform scalability, performance, security, and resiliency
Lead quarterly roadmap planning and value realization tracking
ServiceNow Platform Delivery
Lead design and delivery across:
o ITSM (Incident, Problem, Change, Request, Knowledge)
o ITOM (Discovery, CMDB, Event Management, Service Mapping, AIOps)
o HR Service Delivery
o Workflow Automation & Integration Hub
Ensure CMDB accuracy, service mapping maturity, and operational data quality
Drive workflow automation and process standardization
Reduce manual ticket volume through automation and AI integration
Own platform release management and upgrade strategy
Moveworks & Agentic AI Enablement
Lead Moveworks deployment, expansion, and optimization across IT and HR use cases
Design and implement AI-first support models
Enable agentic AI workflows integrated with ServiceNow processes
Drive conversational AI adoption and ticket deflection outcomes
Partner with AI, Data, and Security teams on responsible AI controls
Define guardrails for autonomous actions and AI-driven remediation
Automation & Intelligence
Drive AI + workflow automation across ITSM, ITOM, and HR services
Implement closed-loop remediation patterns
Integrate observability and event signals into automated workflows
Expand self-healing and self-service capabilities
Establish measurable automation ROI metrics
Integration & Architecture
Own integrations with enterprise systems (IAM, HRIS, Monitoring, Collaboration, Asset, DevOps)
Define API and event-driven integration standards
Ensure clean data exchange between ServiceNow, Moveworks, and enterprise platforms
Review and approve architectural patterns and solution designs
Operational Excellence
Define SLAs, KPIs, and platform performance benchmarks
Track and improve:
o Ticket deflection rates
o MTTR reduction
o Automation coverage
o Self-service adoption
o User experience scores
Establish platform reliability and operational runbooks
Governance & Risk Control
Implement platform governance framework
Control technical debt and customization sprawl
Enforce development standards and code review practices
Ensure audit readiness and compliance alignment
Manage platform risk and change controls
Vendor & Stakeholder Management
Manage ServiceNow and Moveworks vendor relationships
Oversee implementation partners and MSP deliverables
Align stakeholders across IT, HR, Security, and Business Operations
Present roadmap and outcomes to senior leadership
Team Leadership
Lead platform engineers, developers, and automation specialists
Build internal platform capability vs over-reliance on vendors
Establish reusable frameworks and templates
Mentor teams on AI-enabled service operations
Cross-Functional Collaboration
Partner with HR, Security, DevOps, Data Engineering, and Enterprise Technology Services (ETS) to deliver integrated workflows and intelligent automation.
Liaise with business stakeholders to gather requirements, prioritize enhancements, and track platform KPIs.
Work closely with PMO and Business Operations to develop executive dashboards and performance analytics.
Required Qualifications
10+ years in enterprise IT platforms and service management
5+ years leading ServiceNow platform delivery at scale
Deep experience in:
o ITSM
o ITOM
o CMDB & Discovery
o HR Service Delivery
Proven experience with Moveworks or enterprise conversational AI platforms
Strong understanding of AI-driven service automation and agentic workflows
Experience designing platform governance models
Hands-on architecture and workflow design capability
Experience managing platform upgrades and large releases
Preferred Qualifications
ServiceNow certifications (CSA, CIS-ITSM, CIS-ITOM, HRSD, Architect)
Experience with AIOps and Observability integrations
Experience with GenAI / LLM-based enterprise automation
Experience with API-first and event-driven architectures
Background in large-scale enterprise IT operations environments
Experience reducing ticket volumes through automation and AI
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