Solution Architect, Strategic Portfolio & Enterprise Architecture

Company Description

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, Service Now is the AI control tower for business reinvention. Our Service Now 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 Service Now 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 Service Now (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 Service Now 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 Service Now architectures, applying TOGAF or equivalent frameworks alongside Service Now 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 Service Now product roadmaps and championing multi-domain workflow capabilities.
• Engage regularly with senior leadership and CXO stakeholders to shape enterprise architecture vision, align multi-year Service Now 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 Service Now 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 Service Now 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…