ServiceNow ITSM Solutions Architect​/Lead Developer

Job : SUNNYVALE, , CA

Employment Type:

Full Time Company: SRI Tech Solutions

Title:

Service Now ITSM Solutions Architect/Lead Developer

Location:

SUNNYVALE, California (hybrid)
Mode of interview:
Zoom & In-person

No of rounds of interview: 3

Job Description:

We are seeking a highly skilled Service Now ITSM Solutions Architect to maximize the value of our existing Moveworks conversational AI integration and prepare Service Now for broader agentic AI adoption. This role will focus on identifying gaps, driving process and platform improvements, and ensuring Service Now ITSM evolves into a future-ready platform that improves employee experience and productivity.

Key Responsibilities:

Maximize Moveworks & AI Value
• Assess current Moveworks integration within Service Now ITSM and identify underutilized capabilities.
• Drive adoption and optimization of conversational AI features to enhance employee experience and deflection rates.
• Identify opportunities to expand agentic AI use cases across ITSM.Platform Readiness & Strategy
• Identify knowledge gaps, request form gaps, and process inefficiencies that limit AI effectiveness.
• Strategize platform upgrades, evaluate new Service Now features, and create a T+30/60/90-day feature adoption plan.
• Partner with stakeholders to align on roadmap, prioritize features, and secure organizational buy-in.

Solutioning & Delivery
• Design and solution advanced fulfiller-side capabilities, leveraging predictive intelligence and Now Assist.
• Work with development teams to deliver demands/projects, ensuring compliance with CRB and change management processes.
• Architect scoped apps for custom workflows where required.
• Conduct Proof of Concepts (POCs), demos, and training sessions to drive adoption.

Collaboration & Stakeholder Engagement
• Partner with other solution architects to define end-to-end enterprise solutions.
• Drive effective stakeholder management and ensure roadmap execution is tied to measurable business outcomes.

Qualifications:

• 10+ years of experience with Service Now ITSM in solutioning, design, and delivery.
• Proven expertise in optimizing Service Now for conversational AI platforms like Moveworks.
• Strong knowledge of Predictive Intelligence, Now Assist, and scoped app development.
• Experience in platform upgrades, feature roadmaps, and adoption planning.
• Strong stakeholder management, communication, and change management skills.
• Ability to conduct POCs, training, and enablement sessions for both technical and non-technical teams.

SRI Tech Solutions is an equal opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, national origin or citizenship status or ethnic origin, disability, marital status, veteran status, or any other occupationally irrelevant criteria.