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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 is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.