Senior Staff Solution Architect

About the role

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

ServiceNow is seeking a Sr Staff Solution Architect to lead the design and delivery of scalable, intelligent, and high-impact solutions across the Connected Customer Experience portfolio. This is a senior-level, hands-on architecture role focused on enabling seamless digital workflows, integrating platform capabilities with AI/ML and data-driven insights, and ensuring technical excellence across customer-facing applications.

You will work at the intersection of product, engineering, platform, data, and AI teams to architect solutions that enhance user experience, deliver personalized customer journeys, and drive measurable business outcomes. The ideal candidate has deep expertise in enterprise SaaS architecture, CRM systems, solution design, AI/ML integration, and data platform engineering within Digital Technology (DT) environments.

Solution Architecture & Design

• 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.

AI/ML & Data Platform

• 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.

Technical Strategy & Leadership

• 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.

To be successful in this role you have

• 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.

What We Offer

• A high-impact role shaping customer experience architecture within one of the world's leading enterprise platforms.
• The opportunity to define architectural strategies for mission-critical applications serving millions of users.
• A collaborative, innovation-focused culture with organizational influence and visibility to senior leadership.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

Accommodations

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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