Senior Technical Consultant- Managed Services

Senior Technical Consultant- Managed Services

Company Overview:

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.

Responsibilities:

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

• 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