Sr Solution Architect – Public Sector

Company Description

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.

We are seeking a Senior Solution Architect to support our US Public Sector business, with a strong focus on AI, Data, and Workflow Integration. This is a highly technical pre‑sales role designed for someone who can operate as a platform generalist – able to go broad and deep across the entire Service Now ecosystem, diagnose complex issues, and architect scalable solutions that work in the most demanding environments.

We are looking for someone with a Service Now background, strong implementation experience, exceptional analytical skills, and the ability to stand confidently in front of C‑Suite audiences.

• Serve as a platform‑wide generalist, able to troubleshoot across products, integrations, data structures, customizations, workflows, and architecture patterns
• Be the technical expert sales teams rely on when conversations become complex or solutions are unclear
• Lead architecture discussions with customers from hands‑on technical teams to CIO/CTO/CSuite stakeholders
• Diagnose and solve integration challenges across REST, SOAP, JSON, JDBC, and custom middleware
• Support long‑cycle, highly structured public sector deals, partnering hand‑in‑hand with sales from discovery through solution validation
• Bring a strong implementation mindset – able to explain not just what the solution is, but how it would actually be built
• Own and contribute to programs that upskill Solution Consultants and help them demonstrate the platform’s value in Federal environments
• Provide thought leadership on AI‑native architecture patterns, workflow automation, and public sector modernization strategies
• Work closely with product and engineering teams to influence roadmap direction based on field insights
• Deliver standard and tailored demonstrations, Proof of Concepts, and Proof of Value engagements
• Stay current on platform releases, emerging technologies, Gov Cloud certifications, and compliance changes
• Participate in marketing, webinars, conferences, and community activities to represent our public sector technical brand
• Work collaboratively across a matrixed organization (AEs, SCs, Specialists, EAs) to ensure solutions are viable, secure, compliant, and scalable for Federal customers
• Operate as a senior self‑starter who can prioritize, remove roadblocks, and contribute to quarterly strategic “big bets” across the US public sector business

• Service Now experience (implementation or deep pre‑sales architecture)
• Experience integrating AI into workflows, decision frameworks, problem solving, or automation
• Strong background in implementation, including hands‑on understanding of how solutions are architected, built, and deployed
• Ability to diagnose technical issues across the entire platform and integrations
• Experience architecting or supporting solutions in AWS Gov Cloud, Azure Gov, IL4/IL5, DoD, or C2E environments
• Understanding of Federal compliance requirements, Authority to Operate, security models, and public sector constraints
• Mastery of application architecture, including 3‑tier systems, APIs, data flows, and integration patterns
• Strong analytical and storytelling capabilities—able to go deep technically but communicate simply at the executive level
• Experience with Business Rules, Script Includes, Web Services, XML, JSON, JDBC, Workflow, Service Catalog, and other core Service Now components
• Hands‑on experience with ETL tools, data modeling, ingestion frameworks, and analytics platforms is a plus
• Experience with emerging technologies such as RPA, Generative AI, OCR, Process Mining,…