ServiceNow Solution Architect Lead

The Solution Architect Lead is a senior ServiceNow architect who helps enterprise clients decide how to use AI across HR and IT. You work with client leaders from the first conversation through to a design that is ready to build, and you set the architecture standards our consultants and implementation teams follow.

As AI automates more of the implementation work, clients need more help deciding what to build and how to get value from it. This role focuses on that work: shaping the right solution, proving it can work, and setting up our implementation teams to build it well.

What you will do:

• Advise client leaders. Be a trusted architecture advisor and explain technical trade-offs to senior stakeholders in business terms.
• Design end-to-end AI solutions. Shape solutions that cover the employee experience, the workflows behind it, the AI agents involved, and how they are governed, across HR and IT.
• Define the target architecture. Set the solution design, integration patterns, data architecture, security model, environment strategy, and portal architecture for major client programs.
• Design the employee experience. Architect ServiceNow Employee Center portals that help employees find services across departments through clear navigation, targeted content, search, and a single view of their tasks.
• Lead workshops and reviews. Run design workshops and architecture reviews with client leaders and our implementation teams.
• Support new business. Contribute architecture to client workshops, business cases, proofs of concept, and proposals, so what we sell is technically grounded.
• Prove feasibility. Work with our AI engineers to test design choices in proofs of concept, including integrations with client systems.
• Guide implementation. Hand off clear target architectures, and advise implementation teams during the build so it stays true to the design. Identify risks, technical debt, and non-scalable customizations early.
• Set the standard. Define platform standards for data model integrity, API integrations, portal design, and upgrade-safe extensibility. Turn them into reusable frameworks and patterns.
• Develop the team. Mentor other architects on architecture patterns, quality, and secure design.
• Stay ahead of the platform. Track ServiceNow's direction and identify what it means for clients and for our services.

Qualifications and skills:

• 9+ years of ServiceNow implementation, development, or architecture experience, including complex technical solution design.
• Proven experience as a technical lead, solution architect, or platform architect on enterprise-scale ServiceNow programs.
• Bachelor's degree in computer science, information technology, engineering, or a closely related field.
• Deep expertise in Now Platform architecture, data model design, ACL and security architecture, update strategy, and integration design.
• Experience designing across HRSD and ITSM, plus at least one of ITOM, ITAM, SPM, IRM/GRC, or App Engine.
• Hands-on experience with Employee Center design, including information architecture, widget strategy, search, security, and content strategy.
• Working knowledge of agentic AI on ServiceNow, including AI Agents and Moveworks. Experience with AI governance is a plus.
• Enough hands-on JavaScript and ServiceNow scripting to review designs and guide technical decisions.
• Ability to balance out-of-the-box capability, configuration, and custom development while preserving upgradeability and long-term platform health.
• Strong client-facing consulting experience, including workshops, architecture presentations, and work with senior stakeholders.
• Collaborative leadership style, with the ability to mentor teams and influence design choices.
• Comfortable in ambiguous enterprise transformation environments, with the judgment to simplify complex requirements into practical architecture decisions.

Certifications:

• Preferred: ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA).
• Required: ServiceNow Certified System Administrator (CSA).
• Strongly desired: Certified Application Developer (CAD), and two or more Certified Implementation Specialist (CIS) certifications aligned to HRSD, ITSM, or other major product lines.