ServiceNow Solution Architect

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Location- US - San Jose [Should work from office]

Service Now Solution Architect - US role at Jade Global. 8-12 years of experience recommended. The role focuses on enterprise solution architecture, customer experience or learning platforms, and large-scale workflow automation with hands-on experience in Service Now or equivalent enterprise systems.

• Architect end-to-end solutions for the Service Now University product, enabling AI-powered 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.
• Partner with engineering teams to translate business requirements into technical designs for Learning Platform Enablement.
• 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.
• Lead architectural design reviews and provide guidance on solution trade-offs, scalability, and performance.
• 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.

• 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 Service Now platform architecture or comparable enterprise platforms.
• Excellent communication and collaboration skills, with the ability to influence across product, engineering, and business stakeholders.

• Experience with Service Now University, or other Service Now 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.

• Seniority level:
  Mid-Senior level
• Employment type:
  
  Full-time
• Job function:
  Engineering and Information Technology
• Industries: IT Services and IT Consulting