ServiceNow - Moveworks AI - Manger

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

EY-ServiceNow – Manager

As part of our EY GDS-ServiceNow team, you will work to solve client problems using ServiceNow platform. You will get an opportunity to work with high quality team. You will get an opportunity to build innovating product which solves client’s problem.

The opportunity

We’re looking for Lead Architect with expertise in ServiceNow Implementation and specifically Moveworks AI to join the EYD GDS ServiceNow. This is a fantastic opportunity to be part of a leading firm whilst being instrumental in the growth.

The architect designs and owns the “ AI front door ” experience for employees, where Moveworks acts as the primary conversational layer over ServiceNow processes.

Ensure natural language requests raised in Teams/Slack/Employee Centre are accurately translated into governed ServiceNow workflows.

Key focus areas

• Designing intent-to-action mappings between Moveworks AI Assistant and ServiceNow (ITSM, HRSD)
• Structuring knowledge bases, service catalog items, and record producers to be AI-consumable
• Reducing ticket intake by enabling autonomous resolution for L1/L2 use cases (passwords, access, FAQs)

Your key responsibilities

• Performs Configuration/Customization of the ServiceNow system, including creation workflows
• Architecting end-to-end AI agents that combine:
  • Moveworks Reasoning Engine
  • ServiceNow workflows, approvals, and policies
• Defining when the AI resolves fully vs. hands off to human agents
• Designing reusable agent patterns (HR)
• Performs integrations and process automation using Orchestration, Web Services, Soap calls, etc.
• Load, manipulate and maintain data between ServiceNow and other systems as needed
• Gathers specifications from the business departments and delivers a product/release that meets the needs presented. Interprets business and functional requirements and develops technical specifications documentation
• Work with business liaison to generate dashboards, home pages, performance analytics data collectors and reports as needed
• Must analyse and fully understand user stories and internal procedures to improve system capabilities, automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow releases
• Own Architectural reviews, quality reviews and technical documentation
• Performs system and integration testing with sample and live data

Skills and attributes for success

• Deep understanding of Moveworks AI Assistant & Enterprise Search
• Experience designing conversational flows that replace portals/forms
• Hands-on experience with Moveworks–ServiceNow integration architecture
• Authentication protocols such as IAM/Active Directory / LDAP or SiteMinder federation /Azure
• Integrating with internal and external applications and systems
• JavaScript, HTML, Angular JS and good web design practices
• Implementation experience on any of the following applications on ITSM, HRSD, Service Portal, Agentic AI, Gen AI.
• Disciplined Agile Delivery software release build/deploy processes

To qualify for the role, you must have

• College degree in related technology field (Computer, Engineering, Science, etc.) or comparable job experiences
• Approximately 10+ years of experience in a development role. Able to exhibit a progression of increasingly complex job responsibilities during the period
• ServiceNow CSA certification is mandatory, CIS-HRSD is favourable

Ideally, you’ll also have

• Experience on SDLC or TFS or JIRA or equivalent tool to maintain stories.
• Knowledge about ServiceNow’s latest version’s features.

What we look for

• A Team of people with commercial acumen, technical experience and enthusiasm to learn new things in this fast-moving environment
• An opportunity to be a part of market-leading, multi-disciplinary team of 1000+ professionals, in the only integrated global transaction business worldwide.
• Opportunities to work with EY ServiceNow practices globally with leading businesses across a range of industries

What working at EY offers

At EY, we’re dedicated to helping our clients, from start–ups to Fortune 500 companies — and the work we do with them is as varied as they are.

You get to work with inspiring and meaningful projects. Our focus is education and coaching alongside practical experience to ensure your personal development. We value our employees and you will be able to control your own development with an individual progression plan. You will quickly grow into a responsible role with challenging and stimulating assignments. Moreover, you will be part of an interdisciplinary environment that emphasizes high quality and knowledge exchange. Plus, we offer:

• Support, coaching and feedback from some of the most engaging colleagues around
• Opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that’s right for you

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.