ServiceNow Solutions Designer

Job Description

Jade is looking for a resource with 8-12 years of experience to architect end-to-end solutions for the ServiceNow University product, enabling AI-powered learning workflows 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 to ensure alignment and reuse of common patterns.
• Design extensible APIs, integration frameworks, and workflow automation patterns.

Key Responsibilities

• Partner with engineering teams to translate business requirements into technical designs.
• 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.

Technical Strategy & Leadership

• 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.

Required Qualifications

• 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 ServiceNow platform architecture or comparable enterprise platforms.
• Excellent communication and collaboration skills.

Preferred Qualifications

• Experience with ServiceNow University, or other ServiceNow 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.