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.