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Job Description:

Job Description:

Job Type: FTE only
Location: SUNNYVALE, California
Title: Service Now ITSM Solutions Architect/Lead Developer

Onsite/Hybrid/Remote: Onsite

Job Description:

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

Key Responsibilities:

Maximize Moveworks & AI Value:

• Assess current Moveworks integration within Service Now ITSM and identify underutilized capabilities.

• Drive adoption and optimization of conversational AI features to enhance employee experience and deflection rates.

• Identify opportunities to expand agentic AI use cases across ITSM.

Platform Readiness & Strategy:

• Identify knowledge gaps, request form gaps, and process inefficiencies that limit AI effectiveness.

• Strategize platform upgrades, evaluate new Service Now features, and create a T 30/60/90-day feature adoption plan.

• Partner with stakeholders to align on roadmap, prioritize features, and secure organizational buy-in.

Solutioning & Delivery:

• Design and solution advanced fulfiller-side capabilities, leveraging predictive intelligence and Now Assist.

• Work with development teams to deliver demands/projects, ensuring compliance with CRB and change management processes.

• Architect scoped apps for custom workflows where 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 and ensure roadmap execution is tied to measurable business outcomes.

Qualifications:

• experience with Service Now ITSM in solutioning, design, and delivery.

• Proven expertise in optimizing Service Now for conversational AI platforms like Moveworks.

• Strong knowledge of Predictive Intelligence, Now Assist, and scoped app development.

• Experience in platform upgrades, feature roadmaps, and adoption planning.

• Strong stakeholder management, communication, and change management skills.

• Ability to conduct POCs, training, and enablement sessions for both technical and non-technical teams.

Mandatory Skills: Service Now Solution Architecture .

Experience: 8-10 Years .

The expected compensation for this role ranges from $80,000 to $158,000 .

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

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