Job Description:
As a Solution Architect, you will work at the intersection of product, platform, and data, ensuring that learning solutions are designed for scalability, reliability, and seamless integration. The ideal candidate has deep expertise in enterprise solution architecture, customer experience or learning platforms, and large-scale workflow automation, with hands-on experience in ServiceNow or equivalent enterprise systems.
Key Responsibilities
Solution Architecture & Design
· Architect end-to-end solutions for the ServiceNow University product, enabling AIpowered
learning workflows, proactive engagement, and connected experiences.
· Define solution blueprints that integrate data, workflows, AI/ML capabilities, and
third-party systems.
· Collaborate with product managers, platform engineers, and solution architects across
CCX to ensure alignment and reuse of common patterns.
· Design extensible APIs, integration frameworks, and workflow automation patterns.
Learning Platform Enablement
· Partner with engineering teams to translate business requirements into technical
designs.
· Define technical architecture for AI-powered Learning including in Simulation modes.
· Ensure data consistency, security, and compliance across the platform.
· Drive adoption of best practices in platform configuration, extensibility, and
modularization.
Technical Strategy & Leadership
· Lead architectural design reviews and provide guidance on solution trade-oPs,
scalability, and performance.
· Influence product direction by bringing user-centricn status, or other characteristics.
Influence product direction by bringing user-centric architectural insights into the
roadmap.
· Translate complex technical designs into clear, consumable guidance for application
and implementation teams.
· Partner with CCX architects to align SNU solutions with broader enterprise
architecture standards.
Required Qualifications
· 8+ years of experience in enterprise solution architecture, platform engineering, or
application design.
· Proven track record architecting customer experience and workflow automation.
· Experience with integration patterns, APIs, and event-driven architectures.
· Familiarity with data platforms, reporting, and analytics in a customer success
context.
· Strong understanding of ServiceNow platform architecture or comparable enterprise
platforms.
· Excellent communication and collaboration skills, with the ability to influence across
product, engineering, and business stakeholders.
Preferred Qualifications
· Experience with ServiceNow University, or other ServiceNow products.
· Background in SaaS platforms, enterprise digital workflows, or customer service
systems.
· Exposure to AI/ML-powered customer service use cases (chatbots,
recommendations, intelligent routing).
· Knowledge of microservices, API-first design, and modular solution delivery.
· Experience working in matrixed, global organizations.
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