ServiceNow ITSM Solutions Architect

We are seeking a ServiceNow ITSM Solutions Architect with deep experience in AI enablement (conversational and agentic) to maximize the value of our Moveworks integration and prepare the ServiceNow platform for broader AI adoption.
Key Responsibilities
Maximize internal AI tool & AI Value
Assess current Moveworks integration with ServiceNow ITSM and identify underutilized capabilities.
Drive adoption of conversational AI features to improve employee experience and ticket deflection.
Expand agentic AI use cases across ITSM processes.
Platform Readiness & Strategy
Identify knowledge gaps, request form gaps, and inefficiencies limiting AI effectiveness.
Evaluate ServiceNow upgrades and define 30/60/90-day feature adoption plans.
Align roadmap with stakeholders, prioritize features, and secure buy-in.
Solutioning & Delivery
Design advanced fulfiller-side solutions leveraging Predictive Intelligence and Now Assist.
Architect scoped apps and workflows as needed.
Ensure compliance with CRB and change management processes.
Conduct POCs, demos, and training sessions to drive adoption.
Collaboration & Stakeholder Engagement
Partner with architects to design end-to-end enterprise solutions.
Manage stakeholders and align delivery to measurable business outcomes.
Qualifications:
10+ years of ServiceNow ITSM experience in solutioning, design, and delivery.
Expertise in optimizing ServiceNow for conversational AI platforms .
Strong knowledge of Predictive Intelligence, Now Assist, scoped app development.
Proven success in platform upgrades, feature adoption planning, and roadmaps.
Skilled in stakeholder management, communication, and change management.
Ability to conduct POCs, demos, training, and enablement sessions for mixed technical/non-technical audiences.