ServiceNow AI Architect at Turing

ServiceNow AI Architect (Moveworks) | Full-Time | Offshore / Hybrid Remote

We are looking for a senior ServiceNow AI Architect with Moveworks experience to define and deliver enterprise-grade AI architecture across the ServiceNow platform. This high-priority role connects conversational AI, enterprise search, agentic workflows, and governed integrations to transform employee and service operations across IT, HR, customer service, and shared services. 12+ years of enterprise technology experience required.

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, and agentic workflows.
• Architect interaction models between Moveworks, ServiceNow, enterprise knowledge sources, identity platforms, collaboration channels, and systems of record.
• Establish reusable architecture patterns for retrieval, orchestration, action execution, human-in-the-loop controls, observability, and escalation.
• Translate business outcomes into prioritized AI use cases, reference designs, 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 integrations with ServiceNow knowledge, catalog, incidents, requests, cases, approvals, and workflow actions.
• Define intent, dialogue, search-relevance, personalization, and channel strategies across web, portal, Microsoft Teams, and other employee touchpoints.
• Partner with product and experience teams to improve answer quality, containment, self-service, 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, and CMDB.
• 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, upgrade-safe customization, and platform performance.
• Own architecture reviews, design decisions, technical standards, 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 strategies for accuracy, relevance, safety, bias, privacy, latency, and resilience.
• Create operational dashboards tracking adoption, deflection, containment, search success, automation completion, and realized business value.
• Mentor architects and engineers; lead technical workshops and communicate complex decisions to executive and business stakeholders.

Required Experience & Skills

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

Preferred Qualifications

• Bachelor's degree in Computer Science, Engineering, or IT; Master's degree is a plus.
• ServiceNow CSA, CAD, and one or more CIS certifications (HRSD, CSM, ITSM, or Integration).
• ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) — highly desirable.
• Moveworks implementation, administration, or conversational design 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 with clear governance and design decisions.
• AI Adoption & Value: Improved search, self-service, task completion, and measurable business outcomes.
• Operational Excellence: Reliable integrations, transparent monitoring, and continuous improvement.