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.

This Solution Architect is a functional and technical expert who shapes and governs enterprise-wide ServiceNow architectures across complex, multi-product customer portfolios. The role requires a strategic mindset focused on long-range platform roadmaps, cross-domain integration patterns, and governance frameworks – providing advisory leadership during pre-sales, delivering enterprise architecture guidance on direct customer engagements, and representing strategic portfolio priorities within ServiceNow (e.g., Product Management, Customer & Partner Excellence, Engineering).

The Solution Architect will bring strategic portfolio management expertise, enterprise architecture leadership, and deep cross-domain product knowledge to drive transformational outcomes for our customers and partners

Responsibilties:

Serve as the architectural authority on customer engagement teams owning the strategic platform portfolio across multiple ServiceNow workflow domains, ensuring alignment to each customer's long-term technology landscape, and establishing enterprise governance frameworks and architecture standards.
Define and govern enterprise-grade ServiceNow architectures, applying TOGAF or equivalent frameworks alongside ServiceNow technical standards to produce scalable, maintainable, and future-ready platform deployments.
Build and sustain strategic relationships with product owners, platform stakeholders, and customer architecture teams influencing ServiceNow product roadmaps and championing multi-domain workflow capabilities.
Engage regularly with senior leadership and CXO stakeholders to shape enterprise architecture vision, align multi-year ServiceNow portfolio roadmaps to business strategy, and advise on organizational change management and platform scaling for large, complex environments.
Drive enterprise architecture thought leadership through executive briefings, formal presentations, and strategic portfolio workshops showcasing platform transformation outcomes and portfolio scaling success stories.
Develop and continuously refine enterprise architecture frameworks, portfolio governance standards, and reusable reference architectures in partnership with the Customer & Partner Excellence Team and field delivery organization.
Mentor and elevate enterprise architecture capabilities across the ServiceNow delivery team and partner ecosystem cultivating a community of practice around strategic portfolio management and platform governance.
Maintain and advance expertise in enterprise architecture frameworks (e.g., TOGAF, Zachman) and ServiceNow certifications spanning ITSM, ITOM, App Engine, and cross-domain workflow capabilities.
Lead executive architecture workshops, multi-product roadmap definition, and implementation complexity assessments during pre-sales cycles partnering with Services Account Executives, Solution Sales Executives/Consultants, and Partner Sales Organizations to shape winning strategies for complex enterprise opportunities.

To be successful in this role, we need someone who has:

10+ years of experience in enterprise architecture, strategic IT portfolio management, or senior technical advisory roles within a professional services or consulting organization; or equivalent education and experience.
Deep expertise in enterprise architecture frameworks (e.g., TOGAF, Zachman) and strategic portfolio governance, with a track record of managing complex, multi-domain technology portfolios across Fortune 500 or similarly scaled organizations.
Demonstrated ability to shape enterprise strategy at the C-suite level. Translating complex multi-domain portfolio decisions into executive narratives, identifying platform investment risks and trade-offs, and delivering architectural thought leadership that accelerates enterprise transformation.
Proven ability to produce enterprise architecture artifacts; including platform portfolio roadmaps, reference architectures, and governance frameworks tailored to executive, architectural, and technical audiences across all organizational levels.
Experienced in leading strategic architecture reviews and portfolio governance sessions with enterprise customers, driving executive alignment on multi-product platform strategies and long-term architectural vision.
Experience leveraging or critically evaluating AI integration within enterprise architecture frameworks; including AI-powered workflow orchestration, agentic automation, and AI governance within complex multi-product portfolios, and assessing AI's strategic impact on enterprise operating models.
Skilled at navigating both technical and business stakeholder environments synthesizing enterprise requirements, portfolio constraints, and architectural standards into cohesive, scalable platform strategies across large, complex organizations.
Exceptional ability to communicate complex enterprise architecture concepts through visual modeling, architecture blueprints, and structured frameworks that resonate with both executive and technical audiences.
Ability to operate independently on complex, ambiguous engagements managing competing priorities, driving issues through to resolution, and making sound architectural decisions without requiring close direction.
A demonstrated curiosity for emerging technologies and a drive to apply new capabilities to real-world platform challenges.
Strong ability to build trusted relationships with remote and in-person stakeholders across all organizational levels.
ServiceNow Certifications:
- Certified System Administrator (required or must be achieved within the first 60 days)
- At least 2 relevant Certified Implementation Specialist certifications (required or must be achieved within the first 90 days).
Desired ServiceNow Certifications:
- Certified Technical Architect (required or must be achieved within the first 365 days)

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 [email protected] 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.

Solution Architect, Strategic Portfolio & Enterprise Architecture

Job description

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