ServiceNow & Moveworks Platform Lead

Location

Remote from United States

Type

Contract

Duration

6+ months

Start Date

Immediate

Skills

null

Reference #

Job-11801

Job Description

Job Title: ServiceNow & Moveworks Platform Lead (ITSM, ITOM, HR & Agentic AI)

We’re seeking a hands-on, outcome-driven ServiceNow & Moveworks Platform Lead to own the strategy, architecture, delivery, and continuous improvement of the enterprise ServiceNow platform and Moveworks AI ecosystem. This role is accountable for platform governance, roadmap execution, cross-functional delivery, and measurable business value across ITSM, ITOM, HR Service Delivery, and AI-driven automation. This is not a ticket-driven admin role. This is a platform leadership role responsible for scale, reliability, automation maturity, and AI-first service transformation.

Overview:
Location: Remote from the United States, supporting Pacific Time Zone hours
Duration: 6+ month W2 consulting role, potential for extension and or conversion to full-time employee
Compensation: market rate; we expect a qualified candidate to earn $75/hr W2 or higher, depending on skills and experience, plus benefits.

Core Responsibilities

Platform Ownership & Strategy
• Own end-to-end ServiceNow and Moveworks platform strategy, architecture, and delivery roadmap
• Define platform vision aligned with enterprise IT, HR, and Digital Transformation goals
• Establish platform standards, guardrails, and governance models
• Drive platform scalability, performance, security, and resiliency
• Lead quarterly roadmap planning and value realization tracking

ServiceNow Platform Delivery
• Lead design and delivery across:
o ITSM (Incident, Problem, Change, Request, Knowledge)
o ITOM (Discovery, CMDB, Event Management, Service Mapping, AIOps)
o HR Service Delivery
o Workflow Automation & Integration Hub
• Ensure CMDB accuracy, service mapping maturity, and operational data quality
• Drive workflow automation and process standardization
• Reduce manual ticket volume through automation and AI integration
• Own platform release management and upgrade strategy

Moveworks & Agentic AI Enablement
• Lead Moveworks deployment, expansion, and optimization across IT and HR use cases
• Design and implement AI-first support models
• Enable agentic AI workflows integrated with ServiceNow processes
• Drive conversational AI adoption and ticket deflection outcomes
• Partner with AI, Data, and Security teams on responsible AI controls
• Define guardrails for autonomous actions and AI-driven remediation

Automation & Intelligence
• Drive AI + workflow automation across ITSM, ITOM, and HR services
• Implement closed-loop remediation patterns
• Integrate observability and event signals into automated workflows
• Expand self-healing and self-service capabilities
• Establish measurable automation ROI metrics

Integration & Architecture
• Own integrations with enterprise systems (IAM, HRIS, Monitoring, Collaboration, Asset, DevOps)
• Define API and event-driven integration standards
• Ensure clean data exchange between ServiceNow, Moveworks, and enterprise platforms
• Review and approve architectural patterns and solution designs

Operational Excellence
• Define SLAs, KPIs, and platform performance benchmarks
• Track and improve: Ticket deflection rates; MTTR reduction; Automation coverage; Self-service adoption; User experience scores
• Establish platform reliability and operational runbooks

Governance & Risk Control
• Implement platform governance framework
• Control technical debt and customization sprawl
• Enforce development standards and code review practices
• Ensure audit readiness and compliance alignment
• Manage platform risk and change controls

Vendor & Stakeholder Management
• Manage ServiceNow and Moveworks vendor relationships
• Oversee implementation partners and MSP deliverables
• Align stakeholders across IT, HR, Security, and Business Operations
• Present roadmap and outcomes to senior leadership

Team Leadership
• Lead platform engineers, developers, and automation specialists
• Build internal platform capability vs over-reliance on vendors
• Establish reusable frameworks and templates
• Mentor teams on AI-enabled service operations

Cross-Functional Collaboration
• Partner with HR, Security, DevOps, Data Engineering, and Enterprise Technology Services (ETS) to deliver integrated workflows and intelligent automation.
• Liaise with business stakeholders to gather requirements, prioritize enhancements, and track platform KPIs.
• Work closely with PMO and Business Operations to develop executive dashboards and performance analytics.

Required Qualifications
• 10+ years in enterprise IT platforms and service management
• 5+ years leading ServiceNow platform delivery at scale
• Deep experience in: ITSM; ITOM; CMDB & Discovery; HR Service Delivery
• Proven experience with Moveworks or enterprise conversational AI platforms
• Strong understanding of AI-driven service automation and agentic workflows
• Experience designing platform governance models
• Hands-on architecture and workflow design capability
• Experience managing platform upgrades and large releases

Preferred Qualifications
• ServiceNow certifications (CSA, CIS-ITSM, CIS-ITOM, HRSD, Architect)
• Experience with AIOps and Observability integrations
• Experience with GenAI / LLM-based enterprise automation
• Experience with API-first and event-driven architectures
• Background in large-scale enterprise IT operations environments
• Experience reducing ticket volumes through automation and AI #LI-RJ1 #LI-DNI

For more information, please email: Job-11801@thecarreraagency.com