Moveworks Architect

Job Description

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

Translate platform telemetry into an actionable continuous-improvement roadmap.

Governance & Leadership

• Serve as the technical authority for Moveworks architecture and design decisions.
• Conduct architecture and design reviews.
• Establish development, release, testing, and change-management standards.
• Work closely with customer stakeholders, ServiceNow architects, security teams, infrastructure teams, and service delivery leadership.
• Mentor developers and platform engineers supporting the Moveworks ecosystem.

Required Skills

• Strong hands-on experience with Moveworks architecture, implementation, integration, or optimization
• Strong knowledge of ServiceNow ITSM, Service Catalog, Knowledge Management, workflows, and integrations
• Experience with Conversational AI, GenAI, NLP, enterprise search, or virtual-agent technologies
• Strong understanding of REST APIs, JSON, OAuth/SAML/SSO, web services, and identity integration
• Experience integrating collaboration platforms such as Microsoft Teams
• Strong knowledge of enterprise knowledge-management practices
• Experience designing automation and self-service solutions
• Ability to analyze platform telemetry and convert insights into technical improvements
• Strong architecture-documentation and stakeholder-management skills
• Ability to communicate technical architecture and business outcomes to senior customer stakeholders

Preferred Skills

• Moveworks implementation experience in a large global enterprise
• ServiceNow architecture/development experience
• Experience with Microsoft 365 and Microsoft Teams ecosystems
• Knowledge of ITIL and enterprise service-management practices
• Experience with Digital Employee Experience (DEX), Experience Level Agreements (XLAs), and AI-driven Service Desk transformation
• Exposure to enterprise security, privacy, data governance, and responsible AI practices

Expected Outcomes

The Moveworks Architect will be expected to:

1. Increase adoption of Moveworks across the employee population.
2. Improve ticket deflection and self-service resolution through better knowledge and automation.
3. Reduce Service Desk dependency for repetitive Level 1 requests.
4. Improve ServiceNow-Moveworks integration and end-to-end automated fulfillment.
5. Increase knowledge effectiveness and GenAI response quality.
6. Establish a structured Moveworks optimization roadmap and governance model.
7. Demonstrate measurable improvements in employee experience, operational efficiency, and support cost reduction