ServiceNow ITSM Solutions Architect

Moveworks & AI Value ServiceNow ITSM Solutions Architect - C (Conversational & Agentic AI Enablement)

• Duration: 6+ months

• Location: Sunnyvale, CA (5 days onsite schedule)

• Onsite/Hybrid/Remote: Onsite in Sunnyvale, CA

• Mode of interview: Zoom/onsite

• No of rounds of interview: 4

• New JP or Backfill position: Backfill

At this point Manager decided to take any ITSM, HRSD solutions architect.

No AI is needed

The team is looking for ITSM solution architect, ServiceNow. And need expertise in both ServiceNow and conversational AI.

Looking for someone who have prior experience with ServiceNow ITSM AI new tool and enable them for ISI.

The team haven't enabled ServiceNow conversational AI but team currently using Moveworks.

So experience in ServiceNow capabilities like virtual agent will equate to the Moveworks.

Experience with ServiceNow AI Features is mandatory.

Candidates must have deep experience with ServiceNow, including AI features like Now Assist and Virtual Agent.

The role is an individual contributor but includes leading development teams.

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.