Job Description

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About the Company : 89 Solutions is a pure-play Service Now Employee Works (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.

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

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Mandatory Skills:

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✅ Strong expertise in Service Now Platform

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✅ 2 years' experience: ITOM & Integrations Specialists

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✅ 1 years' experience: ITSM Certified Professional

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✅ 1 years' experience: HRSD/HRSM Solution Architect

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Responsibilities :

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

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