Sr Staff Solution Architect

Job Description

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.

Key Responsibilities

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.

Qualifications :

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 AIs 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 worlds 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.

Additional Information :

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

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

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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Remote Work :

No

Employment Type :

Full-time