Moveworks Architect

Pittsburgh, PA
Remote

Instant Apply

2 days ago

Job Description

Position: Moveworks Architect
Location: Pittsburgh PA/remote

We are looking for an experienced Moveworks Architect to lead the architecture, implementation, integration, and continuous optimization of the Moveworks platform across the enterprise.
The ideal candidate will combine strong Moveworks platform expertise, ServiceNow integration knowledge, conversational AI/GenAI architecture, API integration, knowledge management, and employee experience design. The architect will be responsible not only for platform deployment, but also for driving measurable outcomes such as adoption, self-service utilization, ticket deflection, resolution effectiveness, and improved employee experience.
Key Responsibilities
Architecture & Platform Strategy

Own the end-to-end architecture and technical design of the Moveworks platform.
Define scalable architecture patterns covering Moveworks, ServiceNow, Microsoft Teams, enterprise knowledge sources, identity platforms, APIs, and business applications.
Establish architectural standards, integration patterns, security controls, and platform governance.
Assess existing environments and recommend improvements to increase platform effectiveness and scalability.

Moveworks Implementation & Optimization

Lead implementation, configuration, enhancement, and optimization of Moveworks capabilities.
Optimize conversational experiences, enterprise search, knowledge discovery, self-service, and automated resolution.
Identify gaps where users are engaging with Moveworks but are still creating support tickets.
Continuously improve intent coverage, resolution journeys, answer quality, automation, and knowledge effectiveness.

ServiceNow & Enterprise Integrations

Architect integration between Moveworks and ServiceNow ITSM, including incidents, requests, catalog items, knowledge, approvals, and workflow automation.
Design secure integrations using REST APIs, web services, authentication mechanisms, and enterprise integration patterns.
Integrate Moveworks with collaboration platforms and enterprise applications such as Microsoft Teams, Microsoft 365, HR systems, identity services, and other business platforms.
Troubleshoot complex cross-platform integration and data-flow issues.

GenAI, Knowledge & Automation

Design enterprise knowledge and GenAI strategies to improve answer relevance and self-service resolution.
Partner with Service Desk, Knowledge Management, application teams, HR, and business functions to identify new automation opportunities.
Improve knowledge quality, discoverability, grounding, and content coverage.
Identify opportunities to automate repetitive employee support interactions and reduce dependency on Level 1 support.

Adoption & Experience Optimization

Develop strategies to increase employee adoption and repeat usage of Moveworks.
Analyze user journeys and identify friction points causing users to abandon self-service.
Recommend targeted improvements across content, automation, integrations, communication, and user experience.
Partner with service management and experience teams to connect Moveworks performance with broader XLA/DEX objectives.

Analytics & Business Outcomes
Define and track KPIs such as:

Moveworks adoption and active-user rate
Self-service utilization
Ticket deflection
Automated resolution rate
Search and answer effectiveness
Knowledge success rate
Containment rate
Escalation/transfer rate
Employee satisfaction
Reduction in Service Desk demand

Translate platform telemetry into an actionable continuous-improvement roadmap.
Governance & Leadership

Serve as the technical authority for Moveworks architecture and design decisions.
Conduct architecture and design reviews.
Establish development, release, testing, and change-management standards.
Work closely with customer stakeholders, ServiceNow architects, security teams, infrastructure teams, and service delivery leadership.
Mentor developers and platform engineers supporting the Moveworks ecosystem.

Required Skills

Strong hands-on experience with Moveworks architecture, implementation, integration, or optimization
Strong knowledge of ServiceNow ITSM, Service Catalog, Knowledge Management, workflows, and integrations
Experience with Conversational AI, GenAI, NLP, enterprise search, or virtual-agent technologies
Strong understanding of REST APIs, JSON, OAuth/SAML/SSO, web services, and identity integration
Experience integrating collaboration platforms such as Microsoft Teams
Strong knowledge of enterprise knowledge-management practices
Experience designing automation and self-service solutions
Ability to analyze platform telemetry and convert insights into technical improvements
Strong architecture-documentation and stakeholder-management skills
Ability to communicate technical architecture and business outcomes to senior customer stakeholders

Preferred Skills

Moveworks implementation experience in a large global enterprise
ServiceNow architecture/development experience
Experience with Microsoft 365 and Microsoft Teams ecosystems
Knowledge of ITIL and enterprise service-management practices
Experience with Digital Employee Experience (DEX), Experience Level Agreements (XLAs), and AI-driven Service Desk transformation
Exposure to enterprise security, privacy, data governance, and responsible AI practices

Expected Outcomes
The Moveworks Architect will be expected to:

Increase adoption of Moveworks across the employee population.
Improve ticket deflection and self-service resolution through better knowledge and automation.
Reduce Service Desk dependency for repetitive Level 1 requests.
Improve ServiceNow-Moveworks integration and end-to-end automated fulfillment.
Increase knowledge effectiveness and GenAI response quality.
Establish a structured Moveworks optimization roadmap and governance model.
Demonstrate measurable improvements in employee experience, operational efficiency, and support cost reduction

Numbers & Facts

Location

Pittsburgh, PA (

Remote)

Skills

Analysis Skillsunmatched
Application Programming Interface (API)unmatched
Architectural Designunmatched
Architectural Servicesunmatched
Artificial Intelligence (AI)unmatched
Authenticationunmatched
Automationunmatched
Communication Skillsunmatched
Continuous Improvementunmatched
Continuous Integrationunmatched
Cost Controlunmatched
Customer Support/Serviceunmatched
Documentationunmatched
Ecosystemsunmatched
Enterprise Applicationsunmatched
Enterprise Protectionunmatched
HRIS/HRMSunmatched
IT Service Management (ITSM)unmatched
ITIL (IT Infrastructure Library)unmatched
Identify Issuesunmatched
JSONunmatched
Knowledge Managementunmatched
Leadershipunmatched
Mentoringunmatched
Microsoft Product Familyunmatched
Multiplatform/Cross-Platformunmatched
Natural Language Processing (NLP)unmatched
OAuthunmatched
Operational Strategyunmatched
Operational Supportunmatched
Privacy Controlsunmatched
Quality Managementunmatched
REST (Representational State Transfer)unmatched
Sales Prospectingunmatched
Security Architectureunmatched
Security Assertion Markup Language (SAML)unmatched
Security Infrastructureunmatched
Service Deliveryunmatched
ServiceNowunmatched
Single Sign-On (SSO)unmatched
Strategic Planningunmatched
Technical/Engineering Designunmatched
Telemetryunmatched
Testingunmatched
User Interface/Experience (UI/UX)unmatched
Web Servicesunmatched
Website Conversionunmatched

Level up your application

Professional resume templates

Browse dozens of recruiter approved resume templates, layouts and formats. Choose your favorite and make it your own in minutes.

Free resume templates

Resume Builder

Improve your existing resume or start from scratch and create a standout, ATS-friendly resume. Add job-specific content, download and apply.

Resume Builder