Senior Enterprise Architect, Digital Customer Experience



Santa Clara, CA

Posted 10 days ago

  • *Senior Enterprise Architect, Digital Customer Experience**

Building A,B,C 2225 Lawson Lane, Santa Clara, California, United States...


Work Persona: Flexible or Remote

Region: AMS - North America and Canada

Employee Type: Regular

  • *Company Description**

ServiceNow is making the world of work, work better for people. Our cloud?based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.

Were looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on and about their experiences working at ServiceNow.

  • *Job Description**
  • *Senior Enterprise Architect - Digital Customer Experience**

Santa Clara, CA, Kirkland, WA, Chicago, IL or San Diego, CA

  • *Company**: Work matters. Its where we spend a third of our lives. And the workplace of the future is going to be a great place. Were dedicated to bringing that to life for people everywhere. Thats why we put people at the heart of everything we do.
  • *People matter**. Our people have a passion for learning, building, and innovating. Whether youre an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.
  • *Role**: The Sr. Enterprise Architect will help Digital Experience Technical and Business Leaders realize their future business capabilities by defining and designing an entirely new Digital Customer Experience (DCX) for ServiceNow. This position will drive the definition & adoption of architecture principles, tenable standards, best practices, and design patterns, across a cross-functional technology team.
  • *Your mission:**

Design, define and implement the future state of our Digital Customer experience (DCX) for ServiceNow.

Define core IT operating model of process, data, and technology, and design the desired architectural foundations for execution

Drive design decisions to build solutions that are customer grade with focus on Security, Availability, Scalability, Performance and User Experience and minimized technical debt

Lead strategic discussions with business and IT executives, on attaining key business outcomes via digital maturity and transformation

Provide Architecture Governance and assurance that the solutions that are delivered are compliant with the approved Architecture.

Research emerging trends in DCX and drive innovation roadmap for future state vision of DCX.

Act as a mentor for colleagues and help drive knowledge-sharing.

  • *Qualifications**
  • *To be successful in this role, we need someone who has**:

15+ years as a technical architect designing and delivering microservices architecture across enterprise cloud and distributed systems, including event driven architecture, API management and messaging systems including Kafka and Dell Boomi

Deep experience and knowledge of ServiceNow, specifically development on ServiceNow as a Platform.

Experience architecting solutions and building out target state architectures and roadmaps for medium to large sized organizations.

Demonstrated experience with Digital Customer Experience domains, including: Lead and Opportunity Management, Customer Success, CRM, CPQ, Analytics, Master Data Management and Customer Support

Deep domain knowledge on what is best in class digital experience for Enterprise SaaS products

Knowledge of data structures, algorithms, object-oriented design, design patterns, and performance/scale considerations

Strong experience with multiple technology stacks: Cloud Dev, Platforms, Web Dev, Frameworks, and/or service-oriented architecture

Demonstrated strong communications skills; must collaborate and/or influence peers through explanation of facts, policies, and practices

Excellent knowledge of software and application design and architecture

High quality organizational and leadership skills, with the ability to strongly influence without authority

BS/MS in computer science, engineering, or relevant field

  • *Additional Information**

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our to learn more.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the .

  • *Work personas**

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

  • *Required in Office**

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

  • *Flexible**

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

  • *Remote**

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.

Senior Enterprise Architect, Digital Customer Experience

Building A,B,C 2225 Lawson Lane, Santa Clara, California, United States


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