Position: Moveworks Architect
Location: Pittsburgh PA/remote
We are looking for an experienced Moveworks Architect to lead the architecture, implementation, integration, and continuous optimization of the Moveworks platform across the enterprise.
The ideal candidate will combine strong Moveworks platform expertise, ServiceNow integration knowledge, conversational AI/GenAI architecture, API integration, knowledge management, and employee experience design. The architect will be responsible not only for platform deployment, but also for driving measurable outcomes such as adoption, self-service utilization, ticket deflection, resolution effectiveness, and improved employee experience.
Key Responsibilities
Architecture & Platform Strategy
- Own the end-to-end architecture and technical design of the Moveworks platform.
- Define scalable architecture patterns covering Moveworks, ServiceNow, Microsoft Teams, enterprise knowledge sources, identity platforms, APIs, and business applications.
- Establish architectural standards, integration patterns, security controls, and platform governance.
- Assess existing environments and recommend improvements to increase platform effectiveness and scalability.
Moveworks Implementation & Optimization
- Lead implementation, configuration, enhancement, and optimization of Moveworks capabilities.
- Optimize conversational experiences, enterprise search, knowledge discovery, self-service, and automated resolution.
- Identify gaps where users are engaging with Moveworks but are still creating support tickets.
- Continuously improve intent coverage, resolution journeys, answer quality, automation, and knowledge effectiveness.
ServiceNow & Enterprise Integrations
- Architect integration between Moveworks and ServiceNow ITSM, including incidents, requests, catalog items, knowledge, approvals, and workflow automation.
- Design secure integrations using REST APIs, web services, authentication mechanisms, and enterprise integration patterns.
- Integrate Moveworks with collaboration platforms and enterprise applications such as Microsoft Teams, Microsoft 365, HR systems, identity services, and other business platforms.
- Troubleshoot complex cross-platform integration and data-flow issues.
GenAI, Knowledge & Automation
- Design enterprise knowledge and GenAI strategies to improve answer relevance and self-service resolution.
- Partner with Service Desk, Knowledge Management, application teams, HR, and business functions to identify new automation opportunities.
- Improve knowledge quality, discoverability, grounding, and content coverage.
- Identify opportunities to automate repetitive employee support interactions and reduce dependency on Level 1 support.
Adoption & Experience Optimization
- Develop strategies to increase employee adoption and repeat usage of Moveworks.
- Analyze user journeys and identify friction points causing users to abandon self-service.
- Recommend targeted improvements across content, automation, integrations, communication, and user experience.
- Partner with service management and experience teams to connect Moveworks performance with broader XLA/DEX objectives.
Analytics & Business Outcomes
Define and track KPIs such as:
- Moveworks adoption and active-user rate
- Self-service utilization
- Ticket deflection
- Automated resolution rate
- Search and answer effectiveness
- Knowledge success rate
- Containment rate
- Escalation/transfer rate
- Employee satisfaction
- Reduction in Service Desk demand
