We are seeking a Service Now Solutions Architect to drive enterprise-wide architecture, strategy, and design for the Service Now platform. This role will lead the conversion of business requirements into scalable, secure, and highly performant Service Now solutions, spanning multiple modules, integrations, and geographies.

As a Solutions Architect, you will partner with enterprise architects, business stakeholders, and technical teams to define future-state roadmaps, design end-to-end solutions, and establish best practices and governance across the organization. You will serve as a thought leader for Service Now architecture, enabling digital transformation while ensuring platform consistency, compliance, and scalability.

Key Responsibilities

Enterprise Architecture & Strategic Planning

• Develop enterprise-wide architecture and solution roadmaps for Service Now across ITSM, ITOM, HRSD, SPM and other modules.
• Evaluate emerging technologies and industry trends; translate into organizational strategies, architecture principles, and actionable design patterns.
• Advise senior leaders and stakeholders on platform capabilities, architectural trade-offs, and best practices.

Solution Design & Implementation

• Lead design of complex Service Now solutions, including scoped applications, workflows, automations, and integrations.
• Drive architecture across multiple domains and ensure alignment with enterprise goals, security, compliance, and governance.
• Lead proofs-of-concept, pilot programs, and feasibility studies for innovative platform capabilities.
• Ensure robust platform performance, maintainability, and scalability across environments.

Integration & Data Architecture

• Design enterprise integrations with systems such as Workday, ERP, HRIS, cloud platforms, and other enterprise applications using REST/SOAP APIs, MID Server, ETL, and i PaaS solutions.
• Define data architecture, CMDB models, and service mapping strategies to support enterprise operational needs.

Governance & Policy

• Establish and enforce architectural standards, reference models, and development guidelines.
• Review, approve, and guide solution designs to ensure compliance with enterprise policies and security requirements.
• Maintain architectural artifacts, blueprints, and technical documentation for enterprise consumption.

Leadership & Collaboration

• Provide mentorship and technical guidance to development teams, architects, and IT leaders.
• Collaborate with cross-functional teams, business owners, and product managers to ensure solution adoption and alignment.
• Influence enterprise decisions and foster a culture of innovation, architectural excellence, and best practices.

Continuous Improvement

• Stay current on Service Now releases, capabilities, and industry best practices.
• Identify opportunities to optimize, automate, and innovate Service Now processes using AI, automation, and emerging platform features.

Qualifications

• 15+ years of IT experience, with 7+ years in Service Now architecture or development.
• Deep expertise across multiple Service Now suites (ITSM, ITOM, HRSD, SPM) and scoped/custom applications.
• Proven experience in enterprise architecture, platform governance, and solution design.
• Expertise in Service Now integrations, including REST/SOAP APIs, MID Server, ETL, and i PaaS platforms.
• Strong knowledge of CMDB, Discovery, Service Mapping, security, and platform performance best practices.
• Excellent stakeholder management, communication, and influence skills at Director/VP levels.
• Service Now certifications: CSA, CAD required; CIS, CTA, or CMA highly preferred.
• Bachelor’s degree required, Master’s preferred.
• Experience in leading global, multi-domain Service Now initiatives.
• Experience with AI/automation capabilities within Service Now (GenAI, Predictive Intelligence, Now Assist).
• Ability to drive business value through architectural thought leadership and platform innovation.

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19. Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

Mandatory Notices

U.S. Export Controls Disclaimer: In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees
who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s
start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

Preference will be given to qualified candidates who do not reside, or plan to reside, in Alabama, Arkansas, Delaware, Florida, Indiana, Iowa, Louisiana, Maryland, Mississippi, Missouri, Oklahoma, Pennsylvania, South Carolina, or Tennessee.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target compensation ranges are listed.

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.