Senior ServiceNow Architect

Senior ServiceNow Architect to lead the end-to-end design and delivery of an Enterprise Service Desk Automation and AI-Driven Self-Service platform. 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.