ITSM SOLUTION ARCHITECT

Job Description:

We are seeking a highly skilled ServiceNow ITSM Solutions Architect to maximize the value of our existing Moveworks conversational AI integration and prepare ServiceNow for broader agentic AI adoption. This role will focus on identifying gaps, driving process and platform improvements, and ensuring ServiceNow ITSM evolves into a future-ready platform that improves 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 enhance 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 that limit AI effectiveness.

• Strategize platform upgrades, evaluate new ServiceNow features, and create a T+30/60/90-day feature adoption plan.

• Partner with stakeholders to align on roadmap, prioritize features, and secure organizational buy-in.

Solutioning & Delivery

• Design and solution advanced fulfiller-side capabilities, leveraging predictive intelligence and Now Assist.

• Work with development teams to deliver demands/projects, ensuring compliance with CRB and change management processes.

• Architect scoped apps for custom workflows where required.

• Conduct Proof of Concepts (POCs), demos, and training sessions to drive adoption.

Collaboration & Stakeholder Engagement

• Partner with other solution architects to define end-to-end enterprise solutions.

• Drive effective stakeholder management and 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.

• Strong stakeholder management, communication, and change management skills.

• Ability to conduct POCs, training, and enablement sessions for both technical and non-technical teams.