Service Now 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 Service Now 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 (Tensor Flow, Py Torch, 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 Service Now platform and extending its capabilities through custom applications or intelligent services.
• Deep understanding of CRM platforms (Salesforce, Microsoft Dynamics, Service Now 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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Equal Opportunity Employer

Service Now 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 globaltalentss@servicenow.com 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), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

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 — Service Now 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.