ServiceNow Solution Architect

As a Solution Architect, you will work at the intersection of product, platform, and data, ensuring that learning solutions are designed for scalability, reliability, and seamless integration. The ideal candidate has deep expertise in enterprise solution architecture, customer experience or learning platforms, and large-scale workflow automation, with hands-on experience in ServiceNow or equivalent enterprise systems., Solution Architecture & Design

• Architect end-to-end solutions for the ServiceNow University product, enabling AI powered learning workflows, proactive engagement, and connected experiences.
• Define solution blueprints that integrate data, workflows, AI/ML capabilities, and
• third-party systems.
• Collaborate with product managers, platform engineers, and solution architects across CCX to ensure alignment and reuse of common patterns.
• Design extensible APIs, integration frameworks, and workflow automation patterns.Learning Platform Enablement.
• Partner with engineering teams to translate business requirements into technical designs.
• Define technical architecture for AI-powered Learning including in Simulation modes.
• Ensure data consistency, security, and compliance across the platform.
• Drive adoption of best practices in platform configuration, extensibility, and
• modularization.

Technical Strategy & Leadership

· Lead architectural design reviews and provide guidance on solution trade-oPs, scalability, and performance.

• Influence product direction by bringing user-centricn status, or other characteristics.
• Influence product direction by bringing user-centric architectural insights into the
• roadmap.
• Translate complex technical designs into clear, consumable guidance for application and implementation teams.
• Partner with CCX architects to align SNU solutions with broader enterprise architecture standards.

• 8+ years of experience in enterprise solution architecture, platform engineering, or
• application design.
• Proven track record architecting customer experience and workflow automation.
• Experience with integration patterns, APIs, and event-driven architectures.
• Familiarity with data platforms, reporting, and analytics in a customer success context.
• Strong understanding of ServiceNow platform architecture or comparable enterprise platforms.
• Excellent communication and collaboration skills, with the ability to influence across product, engineering, and business stakeholders.
• Mandatory Certification: (CMA, CIS, CSA, CAD, Micro certification)
• Preferred Qualifications
• Experience with ServiceNow University, or other ServiceNow products.
• Background in SaaS platforms, enterprise digital workflows, or customer service
• systems.
• Exposure to AI/ML-powered customer service use cases (chatbots, recommendations, intelligent routing).
• Knowledge of microservices, API-first design, and modular solution delivery.
• Experience working in matrixed, global organizations.