Job Description

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Summary
ServiceNow is seeking a Staff Solution Architect to drive the design and delivery of scalable, 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, and ensuring technical excellence across customer-facing applications.
You will work at the intersection of product, engineering, and platform teams to architect solutions that enhance user experience, performance, and maintainability. The ideal candidate has deep expertise in enterprise software architecture, solution design, and platform integration within Digital Technology (DT) environments.
Key Responsibilities
Solution Architecture & Design

• Architect scalable, secure, and maintainable solutions across customer experience applications.
• Define end-to-end architecture patterns for workflows, integrations, and platform extensions.
• Collaborate with product and engineering teams to translate business requirements into technical designs.
• Platform Integration & Extensibility
• Design reusable components, APIs, and service layers that extend ServiceNow platform capabilities.
• Ensure alignment with platform standards, performance benchmarks, and security guidelines.
• Evaluate and recommend tools, frameworks, and design patterns to support extensibility and modularity.

Technical Strategy & Leadership

• Lead architectural reviews and guide modeling decisions across product verticals.
• Partner with engineering leads and solution architects to ensure consistency and scalability.
• Translate complex designs into accessible services for application teams, ensuring observability and performance.

Governance, Monitoring, and Optimisation

• Define architecture for monitoring, logging, and performance optimisation.
• Ensure compliance with data privacy, security, and governance standards.
• Support continuous improvement through feedback loops and architectural evolution.

Qualifications
Required Qualifications

• 8+ years of experience in enterprise software architecture, solution design, or technical leadership.
• Proven track record in designing and delivering production-grade solutions across customer service, digital workflows, or platform engineering.
• Strong understanding of microservices, event-driven architectures, and API-first design.
• Experience with cloud-native technologies, integration frameworks, and enterprise platforms.
• Excellent communication and collaboration skills across cross-functional teams.

Preferred Qualifications

• Experience with the ServiceNow platform and extending its capabilities through custom applications or integrations.
• Background in DT enterprise software, particularly solutions tied to customer service, CSM, or workflow automation.
• Exposure to global, matrixed organisations and cross-platform solution delivery.
• Familiarity with observability tools, CI/CD pipelines, and DevOps practices.

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. . 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 law. In 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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