ServiceNow ITSM Solutions Architect Specialist

ServiceNow ITSM Solutions Architect Specialist

Position: ServiceNow ITSM Solutions Architect Specialist

Location: San Francisco Bay Area, CA & San Jose, CA

Experience: 10+ Years

Type: Contract

Job Description

Join our team as a highly skilled ServiceNow ITSM Solutions Architect Specialist dedicated to maximizing the benefits of our existing Moveworks conversational AI integration while preparing ServiceNow for broader AI adoption. In this pivotal role, you will identify gaps, drive process improvements, and evolve ServiceNow ITSM into a platform that enhances employee experience and boosts productivity.

Key Responsibilities:

Maximizing Moveworks & AI Value

• Evaluate the current Moveworks integration within ServiceNow ITSM and pinpoint underutilized capabilities.
• Enhance adoption and optimization of conversational AI features to improve employee experience and deflection rates.
• Identify opportunities to broaden agentic AI use cases throughout ITSM.

Platform Readiness & Strategy

• Identify knowledge gaps, request form inefficiencies, and process limitations that hinder AI effectiveness.
• Strategize platform upgrades, assess new ServiceNow features, and develop a feature adoption plan for the next 30/60/90 days.
• Collaborate with stakeholders to align on roadmaps, prioritize features, and ensure organizational commitment.

Solution Development & Delivery

• Design and develop advanced capabilities for fulfillers, utilizing predictive intelligence and Now Assist.
• Work closely with development teams to deliver on demands/projects while ensuring compliance with change management processes.
• Architect scoped applications for custom workflows as needed.
• Conduct Proof of Concepts (POCs), demonstrations, and training sessions to foster adoption.

Collaboration & Stakeholder Engagement

• Collaborate with other solution architects to define comprehensive enterprise solutions.
• Manage stakeholder engagement effectively and ensure that the execution of the roadmap is tied to measurable business outcomes.

Qualifications:

• 10+ years of experience with ServiceNow ITSM in solutioning, design, and delivery.
• Extensive expertise in optimizing ServiceNow for conversational AI platforms like Moveworks.
• Strong understanding of Predictive Intelligence, Now Assist, and scoped application development.
• Experience with platform upgrades, feature roadmaps, and adoption planning.
• Excellent stakeholder management, communication, and change management abilities.
• Capability to conduct POCs, training, and enablement sessions for technical and non-technical teams.

Send your resume to: chandan.s@globalapplications.com