ServiceNow ITSM Solutions Architect (Sunnyvale, CA)

***Please note that our customer is currently not considering applicants from the following locations: Alabama, Arkansas, Delaware, Florida, Indiana, Iowa, Louisiana, Maryland, Mississippi, Missouri, Oklahoma, Pennsylvania, South Carolina, and Tennessee.***

Our Customer is a corporation that develops, manufactures, and markets robotic products designed to improve clinical outcomes of patients through minimally invasive surgery. Founded in 1995, their goal was to create innovative, robotic-assisted systems that help empower doctors and hospitals to make surgery less invasive than an open approach. Working with the top medical professionals, they continue to develop new, minimally invasive surgical platforms and future diagnostic tools to help solve complex healthcare challenges around the world.

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

This role is on-site in Sunnyvale, CA.

Responsibilities:

Maximize Moveworks & AI Value

• Assess current Moveworks integration within ServiceNow ITSM and identify underutilized capabilities.
• Drive adoption and optimization of conversational AI features to improve employee experience and increase deflection rates.
• Identify opportunities to expand agentic AI use cases across ITSM.

Platform Readiness & Strategy

• Identify knowledge gaps, request form gaps, and process inefficiencies limiting AI effectiveness.
• Strategize platform upgrades, evaluate new ServiceNow features, and build a 30/60/90-day adoption roadmap.
• Partner with stakeholders to align on roadmaps, prioritize features, and secure organizational buy-in.

Solutioning & Delivery

• Design and implement advanced fulfiller-side capabilities leveraging Predictive Intelligence and Now Assist.
• Partner with development teams to deliver projects, ensuring compliance with CRB and change management processes.
• Architect scoped applications for custom workflows when 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 to ensure roadmap execution delivers measurable business outcomes.

Skills and Qualifications:

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

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements) Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.