Solution Architect

Solution Architect

We are looking for a ServiceNow ITSM Solutions Architect who can maximize the value of our Moveworks conversational AI integration and prepare ServiceNow for next-generation agentic AI adoption. This role is pivotal in driving platform improvements, closing gaps, and ensuring ServiceNow evolves into a future-ready solution that enhances 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 improve 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 limiting AI effectiveness.
• Strategize platform upgrades and evaluate new ServiceNow features.
• Develop a T+30/60/90-day feature adoption plan.
• Align roadmap with stakeholders, prioritize features, and secure organizational buy-in.

Solutioning Delivery

• Design advanced fulfiller-side capabilities leveraging Predictive Intelligence and Now Assist.
• Collaborate with development teams to deliver projects in compliance with CRB and change management processes.
• Architect scoped apps for custom workflows as needed.
• Conduct POCs, demos, and training sessions to drive adoption.

Collaboration

• Partner with other solution architects to define end-to-end enterprise solutions.
• 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.
• Excellent stakeholder management, communication, and change management skills.
• Ability to conduct POCs, training, and enablement sessions for technical and non-technical teams.