Job Title: ServiceNow & Moveworks Platform Lead (ITSM, ITOM, HR & Agentic AI)
Location: Remote
Duration: 6 Months
 
Role Summary

• We are 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.
   

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:
• ITSM (Incident, Problem, Change, Request, Knowledge)
• ITOM (Discovery, CMDB, Event Management, Service Mapping, AIOps)
• HR Service Delivery
• 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:
  o Ticket deflection rates
  o MTTR reduction
  o Automation coverage
  o Self-service adoption
  o 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:
  o ITSM
  o ITOM
  o CMDB & Discovery
  o 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

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 80.00/hr.