ServiceNow AI Architect

Enterprise Solutions Inc.; Dallas (TX); On-site; USD 150,000 - 180,000; Full time

Job summary

Enterprise Solutions Inc. is hiring a senior ServiceNow AI Architect to define an enterprise-grade AI architecture across the ServiceNow platform and Moveworks. You will connect conversational experiences, enterprise search, automation, and secure integrations to improve IT, HR, and service operations.

You will lead Moveworks solution design for conversational AI and ensure governance, security, and scalable delivery across multiple workloads in a global environment.

Qualifications

• 12+ years in enterprise technology with 7+ years of hands-on ServiceNow delivery.
• 3+ years in solution or technical architecture roles.
• Experience with Moveworks and ServiceNow integrations.
• Proven cross-workflow architecture and enterprise integration skills.
• Proficiency in generative AI, LLMs, and AI governance.

Responsibilities

• Define target architecture and roadmap for ServiceNow AI and governance.
• Architect interactions between Moveworks, ServiceNow, and enterprise systems.
• Lead secure integration designs across knowledge sources and APIs.
• Design secure conversational experiences and orchestration patterns.
• Mentor engineers, present executive roadmaps, and drive adoption metrics.

Skills

Enterprise architecture

ServiceNow delivery

Moveworks integration

Generative AI

LLMs

Prompt engineering

AI governance

Security & privacy

Stakeholder communication

Mentoring & leadership

APIs & integrations

Education

Bachelor's degree in Computer Science or related field

Master's degree preferred

Tools

Moveworks

ServiceNow

OAuth/OIDC/SAML

Job description

Pay range: $150-180K per annum (Some Flexibility)

We welcome candidates with all U.S. work authorization types, provided they are legally authorized to work in the United States.

Role Overview

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.

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.

AI Engineering, Governance & Operations

• Design LLM and prompt-engineering patterns, grounding and retrieval approaches, evaluation frameworks, guardrails, auditability, and responsible AI controls.
• Define testing for accuracy, relevance, safety, bias, privacy, latency, resilience, and business-process completion.
• Create operational dashboards for adoption, deflection, containment, search success, automation completion, exception rates, cost, and realized business value.
• Mentor architects and engineers, lead technical workshops, and communicate complex decisions to business, security, risk, and executive stakeholders.

Required Experience & Skills

• 12+ years in enterprise technology with 7+ years of hands-on ServiceNow delivery and at least 3 years in solution or technical architecture roles.
• Demonstrated implementation experience with Moveworks, including enterprise search, conversational AI, ServiceNow connectivity, knowledge access, ticketing, forms, or workflow actions.
• Proven experience with one or more of HRSD, CSM, and ITSM, with strong preference for cross-workflow architecture and enterprise integration experience.
• Practical proficiency in generative AI, LLMs, prompt engineering, RAG, agentic AI, orchestration, evaluation, and AI lifecycle governance.
• Experience with identity and access management, OAuth/OIDC/SAML, knowledge security, privacy controls, and least-privilege integration design.
• Ability to produce architecture diagrams, decision records, integration specifications, non-functional requirements, test strategies, and executive-ready roadmaps.
• Excellent stakeholder communication, facilitation, influencing, mentoring, and problem-solving skills in a global matrix environment.

Preferred Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field; a master's degree is advantageous.
• ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD).
• One or more ServiceNow CIS certifications, particularly HRSD, CSM, ITSM, or Integration-related credentials.
• ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) is highly desirable.
• Experience with Azure, AWS, or GCP, enterprise search, vector databases, DevSecOps, CI/CD, telemetry, and Power BI.

Enterprise Solutions Inc. is committed to fostering an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by applicable