ServiceNow AI Architect

ServiceNow AI Architect with Moveworks Experience

Role Type: Full-time

Location : Offshore / Hybrid

Experience: 12+ years overall

Priority : Immediate / High Priority

Role Overview

We are seeking a senior ServiceNow AI Architect who can define and deliver an enterprise-grade AI architecture across the ServiceNow platform and Moveworks. The role will connect conversational experiences, enterprise search, agentic workflows, automation, and governed integrations to improve employee and service operations across IT, HR, customer service, and shared-services use cases.

Core mandate: Architect secure, scalable, measurable AI solutions combining ServiceNow workflows with Moveworks conversational AI and enterprise search.

Key Responsibilities

AI Strategy & Enterprise Architecture

• Define the target architecture and roadmap for ServiceNow AI, including Now Assist, Virtual Agent, AI Search, Predictive Intelligence, NLU, agentic workflows, and relevant AI governance capabilities.
• Architect the interaction model between Moveworks, ServiceNow, enterprise knowledge sources, identity platforms, collaboration channels, APIs, and systems of record.
• Establish reusable architecture patterns for retrieval, orchestration, action execution, human-in-the-loop controls, observability, fallback, and escalation.
• Translate business outcomes into prioritized AI use cases, reference designs, delivery increments, and measurable adoption plans.

Moveworks & Conversational Experience

• Lead Moveworks solution design for conversational AI, enterprise search, knowledge discovery, ticketing, forms, and end-to-end task automation.
• Design secure integration with ServiceNow knowledge, catalog, incidents, requests, cases, approvals, and workflow actions while maintaining user context and access controls.
• Define intent, dialogue, search-relevance, content, personalization, and channel strategies for web, portal, Microsoft Teams, and other supported employee touchpoints.
• Partner with product and experience teams to improve answer quality, containment, self-service, task completion, and employee satisfaction.

ServiceNow Platform & Integration

• Provide hands-on architecture leadership across HRSD, CSM, ITSM, Integration Hub, App Engine, Flow Designer, Service Portal, UI Builder, CMDB, and enterprise integrations.
• Design integrations using REST, SOAP, OAuth, IntegrationHub spokes, MID Server, event/webhook patterns, and scripted APIs.
• Guide data models, scoped applications, security architecture, ACLs, roles, domain separation considerations, upgrade-safe customization, and platform performance.
• Own architecture reviews, design decisions, technical standards, non-functional requirements, and remediation of technical debt.

AI Engineering, Governance & Operations

• Design LLM and prompt-engineering patterns, grounding and retrieval approaches, evaluation frameworks, guardrails, auditability, and responsible AI controls.
• Define testing for accuracy, relevance, safety, bias, privacy, latency, resilience, and business-process completion.
• Create operational dashboards for adoption, deflection, containment, search success, automation completion, exception rates, cost, and realized business value.
• Mentor architects and engineers, lead technical workshops, and communicate complex decisions to business, security, risk, and executive stakeholders.

Required Experience & Skills

• 12+ years in enterprise technology with 7+ years of hands-on ServiceNow delivery and at least 3 years in solution or technical architecture roles.
• Demonstrated implementation experience with Moveworks, including enterprise search, conversational AI, ServiceNow connectivity, knowledge access, ticketing, forms, or workflow actions.
• Deep ServiceNow expertise in platform architecture, JavaScript/Glide scripting, Flow Designer, Integration Hub, APIs, security, data architecture, performance, and upgrade strategy.
• Proven experience with one or more of HRSD, CSM, and ITSM, with strong preference for cross-workflow architecture and enterprise integration experience.
• Practical proficiency in generative AI, LLMs, prompt engineering, RAG, agentic AI, orchestration, evaluation, and AI lifecycle governance.
• Experience with identity and access management, OAuth/OIDC/SAML, knowledge security, privacy controls, and least-privilege integration design.
• Ability to produce architecture diagrams, decision records, integration specifications, non-functional requirements, test strategies, and executive-ready roadmaps.
• Excellent stakeholder communication, facilitation, influencing, mentoring, and problem-solving skills in a global matrix environment.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field; a master’s degree is advantageous.
• ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD).
• One or more ServiceNow CIS certifications, particularly HRSD, CSM, ITSM, or Integration-related credentials.
• ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) is highly desirable.
• Moveworks implementation, administration, conversational design, or platform certification/enablement experience.
• Experience with Azure, AWS, or GCP, enterprise search, vector databases, DevSecOps, CI/CD, telemetry, and Power BI.

Success Measures

Architecture Quality

Secure, scalable, reusable patterns
Clear governance and design decisions

AI Adoption & Value

Improved search, self-service and task completion
Measurable business outcomes

Operational Excellence

Reliable integrations and workflows
Transparent monitoring and continuous improvement

Candidate Profile

The ideal candidate combines a platform architect’s rigor, an AI product mindset, and hands-on integration depth. They should be comfortable moving from strategy and governance to detailed solution design, technical troubleshooting, stakeholder workshops, and delivery assurance. Experience aligning ServiceNow HRSD, CSM, and integration capabilities with Moveworks and enterprise AI is especially valuable.

Interview Focus Areas

• Architecture case study: design a governed employee AI experience spanning Moveworks, ServiceNow, knowledge sources, identity, and workflow actions.
• Hands-on depth: ServiceNow platform internals, integrations, security controls, troubleshooting, and upgrade-safe design.
• AI proficiency: LLM/RAG fundamentals, prompt and agent design, evaluation, risk controls, observability, and value measurement.
• Moveworks experience: search, knowledge, conversational experience, ticketing/forms/actions, operational analytics, and adoption challenges.
• Leadership: architecture governance, stakeholder influence, mentoring, decision-making, and execution in ambiguous environments.