We are looking for a Senior ServiceNow Architect to lead the end-to-end design and delivery of an Enterprise Service Desk Automation and AI-Driven Self-Service platform for our client, a leading financial services organization. This role will drive architecture, govern technical decisions, and ensure service desk use cases are deployed successfully across ServiceNow, Moveworks, and integrated Microsoft ecosystem.
Key Responsibilities
- Define and govern the end-to-end solution architecture for ServiceNow Service Catalog, Flow Designer, Integration Hub, and Moveworks conversational AI.
- Design the Master Security Decision Table - the single governance engine for all six automation use cases covering identity, access, software, hardware, licensing, and conversational deflection.
- Architect Moveworks ↔ ServiceNow integration including OAuth 2.0 authentication, certified plugin configuration, and Teams/Slack bot deployment.
- Lead integration design for Azure Active Directory and Microsoft Intune via Integration Hub spokes.
- Define approval chains, risk tier classification rules, and requester identity verification logic across all service desk scenarios.
- Serve as the primary technical point of contact with the client, participate in weekly delivery reviews, monthly program steering, and quarterly executive committees.
- Review and sign off on all technical deliverables: architecture blueprint, administrator guide, Moveworks admin guide, and KPI dashboard.
- Guide the offshore engineering team through sprint execution, unblock technical issues, and enforce quality standards.
- Ensure all solutions comply with client's security policies, audit requirements, and governance framework.
Required Skills & Experience
- 10+ years of experience in enterprise technology with 5+ years focused on ServiceNow architecture and delivery.
- Deep expertise in ServiceNow ITSM Pro - Service Catalog, Flow Designer, Integration Hub, and Performance Analytics.
- Hands-on experience integrating Moveworks with ServiceNow including OAuth 2.0, certified plugin setup, and conversational intent mapping.
- Strong experience with Azure Active Directory and Microsoft Intune Integration Hub spokes.
- Proven ability to design security governance frameworks: approval workflows, risk tier classification, MFA injection, and audit logging.
- Experience leading onsite–offshore delivery teams in an agile/sprint model.
- Excellent communication and stakeholder management skills for CXO-level interactions.
- Experience in financial services or regulated industries is strongly preferred.
Good to Have
- Moveworks platform certification or hands-on deployment experience.
- Familiarity with Microsoft Teams and Slack enterprise deployment.
- Knowledge of ITIL v4 service management framework.
