ServiceNow- ServiceNow​/Moveworks AI Architect Manager- Tech Consulting

Service Now – Service Now/Moveworks AI Architect Manager

Location:

Anywhere in Country

You will lead Service Now Transformation teams in a rapidly growing area of the business, spearheading EY’s AI thought leadership and driving innovation through the design and development of cutting‑edge solutions and assets.

As a Manager in Application Design and Development, you will:

• Lead the effective management and delivery of processes, solutions, and projects, ensuring a strong focus on quality and risk management.
• Engage regularly with external clients, participating in working sessions and leading work streams from planning through execution and closure.
• Develop solutions to complex problems, recommending changes to policies and establishing procedures that impact your work area.
• Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results.
• Provide direction and feedback to team members, ensuring successful task completion.

• Act as an engagement or workstream lead across all aspects of a Service Now AI project and solution delivery, including design, configuration/development, testing, and deployment.
• Manage and mentor a multi‑disciplinary team of 5–10+ resources, including offshore consultants, developers, and testers.
• Build and foster client relationships and demonstrate the value of EY services.
• Apply business acumen to make fact‑based decisions and resolve conflicts.
• Provide guidance and industry‑leading practice expertise for Service Now AI capabilities such as NOW Assist, Moveworks, and AI Control Tower implementations.
• Hands‑on experience configuring AI Search within the Service Now platform, customizing search relevance, and integrating with knowledge management systems.
• Deploy and manage Moveworks plugins and connectors, designing, training, and optimizing AI‑powered workflows.
• Configure and integrate Moveworks for automated ticket resolution, leveraging conversational AI and workflow automation.
• Apply prompt engineering, crafting effective prompts for large language models and optimizing AI responses for business context.
• Integrate multiple LLMs to enhance solution accuracy, flexibility, and scalability within Service Now workflows.
• Implement Retrieval‑Augmented Generation techniques for improved information retrieval and contextual AI outputs.
• Use foundational AI and data architecture concepts, including Model Context Protocol (MCP) and Agent‑to‑Agent (A2A) protocols for secure system integrations.
• Lead client process and design sessions and facilitate requirements workshops with functional and business process resources.
• Support waterfall and agile delivery models, including planning, status reporting, budgeting, risk and issue logs.
• Assist pre‑sales efforts by creating proposals and estimates.
• Produce high‑quality deliverables and project artifacts.

• Bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering, or a related discipline.
• 2–5 years of Service Now experience, including 1 year implementing NOW Assist.
• 2–5 years of experience selling and/or implementing the Moveworks platform.
• Experience implementing Service Now’s AI solutions (NOW Assist, Agentic, or AI Control Tower).
• Excellent soft skills: executive communication, adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Experience leading and supervising teams.
• Valid U.S. driver’s license.
• Ability to travel to meet client needs.

• Service Now Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• At least one of the following Service Now certifications: NOW Assist for ITSM, NOW Assist for HRSD, or NOW Assist for CSM.
• Big 4 or equivalent consulting experience.

Technically proficient individuals who demonstrate emotional agility, digital fluency, and commercial acumen, and who build trust and value with clients while leading teams through change and innovation.

• A comprehensive compensation and benefits package, with a base salary range of $142,600 to $261,500 (U.S.) and a total reward package that includes medical and dental coverage, pension and 401(k) plans, and paid time off options.
• A flexible hybrid model for client‑serving roles, with 40–60% on‑site collaboration.
• A flexible vacation policy that allows you to decide how much time off you need.

EY is an equal‑employment‑opportunity employer and welcomes applicants of all backgrounds. EY is committed to providing reasonable accommodation to qualified individuals with disabilities. If you need assistance applying online or requesting accommodations, please contact 1-800-EY-HELP3 (option
2) or email