Senior Staff Solution Architect
ServiceNow · Posted Oct 28
Cloud-based workflow automation and artificial intelligence platform services
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About the role
The Connected Customer Experience portfolio at ServiceNow focuses on digital workflows and customer-facing applications. This senior-level, hands-on solution architect role leads the design and delivery of scalable, intelligent solutions integrating AI/ML and data-driven insights. The architect will work across product, engineering, platform, data, and AI teams to enhance user experience and deliver personalized customer journeys.
What you will do
- Architect scalable, secure, and compliant end-to-end solutions integrating platform capabilities with intelligent data-driven features across customer experience applications.
- Define architecture patterns for workflows, integrations, platform extensions, and API-driven services that extend ServiceNow capabilities while ensuring alignment with security and platform standards.
- Lead evolution of architectural standards, evaluate tools and frameworks, and partner with product and engineering leaders to translate business requirements into technical designs.
- Architect AI/ML capabilities for personalization, recommendations, semantic search, and conversational AI with service layers that enable easy consumption by product teams.
- Design unified data architecture bringing together customer signals across touchpoints, including data lakes, warehouses, real-time pipelines, and analytical products.
- Establish governance frameworks for data quality, privacy, security, and compliance (GDPR, CCPA) while ensuring data readiness and pipeline integration.
- Define architecture for model observability, performance monitoring, and continuous learning feedback loops.
- Define multi-year architectural roadmaps and lead architectural reviews, governance processes, and critical modeling decisions across product verticals.
- Translate complex designs into accessible, secure services ensuring observability, performance, and operational excellence while mentoring architects and senior engineers.
- Provide thought leadership on emerging technologies and foster a culture of technical excellence.
Skills used in this role
What the employer is looking for
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
- 15+ years in enterprise software architecture, solution design, or technical leadership with significant CRM and enterprise SaaS platform experience.
- Proven track record designing production-grade solutions across customer service, digital workflows, CRM, or customer experience platforms.
- Deep expertise in microservices, event-driven architectures, API-first design, cloud-native technologies, and security best practices.
- Strong understanding of AI/ML systems with hands-on experience in personalization, NLP/NLU, semantic search, or conversational AI.
- Experience with data platform architecture including data modeling, ETL/ELT pipelines, streaming, data warehouses (Snowflake, BigQuery, Databricks), and data governance.
- Familiarity with ML frameworks (TensorFlow, PyTorch, Hugging Face), MLOps tools, and data processing tools (Spark, dbt, Airflow).
- Excellent communication skills with ability to influence stakeholders across cross-functional, matrixed global organizations.
Preferred qualifications
- Experience with ServiceNow platform and extending its capabilities through custom applications or intelligent services.
- Deep understanding of CRM platforms (Salesforce, Microsoft Dynamics, ServiceNow CSM) and their integration with customer experience ecosystems.
- Background in customer journey orchestration, personalized digital experiences, or recommendation engines in large-scale SaaS environments.
- Hands-on experience with LLM integration, prompt engineering, RAG, and vector databases for GenAI applications.
- Familiarity with CI/CD pipelines, DevOps practices, and experience in global, matrixed organizations.
Benefits and support
- Compensation and benefits are detailed in the job posting
About ServiceNow
ServiceNow provides an end-to-end cloud-based platform and workflow automation solutions that help enterprises digitize and unify operations. Its platform leverages artificial intelligence and machine learning to streamline IT service management, customer service, and business processes.
- Industry
- Software Development
- Company size
- 10001+ employees
- Founded
- 2004
- Location
- Santa Clara, California, USA
- Funding stage
- Public Company
Funding
Public Company · $4.08B raised
- 2026-04-17Post IPO Debt$4.00B
Leadership
Chairman and Chief Executive Officer
President and Chief Financial Officer
President, Chief Product Officer and Chief Operating Officer
Chief Technology Officer and EVP, DevOps
Recent coverage
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