Senior Technical Consultant- Managed Services

About the Company: 89 Solutions is a pure-play ServiceNow EmployeeWorks (Moveworks) partner delivering enterprise-grade AI solutions that transform employee support and productivity at scale. With a proven track record globally, we are recognized for leading the market in successful Moveworks implementations and advanced Agent Studio use cases that deliver measurable business impact.

About the Role: As a Senior Technical Consultant in our Managed Services practice, you'll responsibilities will be as follows:

Mandatory Skills:

✅ Strong expertise in ServiceNow Platform

✅ 2 years experience: ITOM & Integrations Specialists

✅ 1 years experience: ITSM Certified Professional

✅ 1 years experience: HRSD/HRSM Solution Architect

Responsibilities:

• Own the end-to-end health and stability of live Moveworks environments through regular platform monitoring, including integration health, user ingestion, and content pipelines.
• Lead Moveworks incident management and triage — act as the first line of support, resolving production issues and coordinating with internal specialists for complex escalations.
• Fine-tune existing Moveworks configurations (plugins, utterances, workflows, access rules) to improve resolution rates, accuracy, and user experience.
• Conduct Moveworks configuration optimization reviews, identifying technical debt, misconfigurations, and opportunities to align with best practices.
• Analyze interaction metrics, user behaviour, and feedback trends to identify adoption gaps and recommend targeted improvements.
• Manage incremental change requests — knowledge source updates, ingestion filters, credential rotations, connector changes, and access adjustments.
• Deliver knowledge and ServiceNow service catalogue uplift, including content gap analysis, knowledge ingestion reporting, and ITSM form remediation.
• Design, build, and deploy new AI agents using Moveworks Agent Studio, integrating with enterprise systems (ServiceNow, Workday, Okta, etc.)
• Act as a trusted technical advisor to customer stakeholders — leading platform strategy, presenting insights in service reviews, and aligning improvements to business outcomes.

Qualifications:

• 5+ years in a customer-facing technical role (Senior Technical Consultant, Support Engineer, Implementation Engineer, or similar)
• 3+ years hands-on experience with integrations (REST APIs) between enterprise applications
• Hand-on admin and development experience on ServiceNow. Preferred modules – ITSM, HRSD, ESC, Now Assist, Now Platform (service catalogue, server side scripting etc)
• Proficiency in at least one scripting/programming language (Python, JavaScript, PowerShell, etc.)
• Strong production troubleshooting skills with a structured, methodical approach
• Strong written and verbal communication skills, with the ability to engage effectively with both technical and non-technical stakeholders.
• Demonstrated ability to produce clear, high-quality technical documentation
• General knowledge of AI technologies & conversational AI concept
• Advanced Level of English