At Genesys, we empower organizations of all sizes to enhance customer loyalty and drive business results by crafting exceptional experiences for customers and employees. With our AI-powered Experience Orchestration platform, Genesys Cloud, organizations can accelerate growth by offering personalized, empathetic experiences to foster customer loyalty and boost workforce engagement.

Our diverse team of over 6,000 individuals globally embraces collaboration and empathy, crafting a remarkable culture where our employees can take ownership of their projects and make a significant impact. Join us and be part of shaping the future of customer experience!

We are seeking a skilled Solution Architect to take charge of designing, governing, and evolving our enterprise ServiceNow platform. You will be responsible for creating a transformative platform vision that addresses multifaceted business needs across various functions. In this role, you will translate business requirements into scalable ServiceNow solutions, guide technical implementation, and ensure integrations and capabilities are delivered securely, efficiently, and sustainably. You will manage multiple work streams, mentor teams, and act as the primary authority on ServiceNow architecture and best practices.

Location: Full Remote within the US

Key Responsibilities:

• Own and enhance the end-to-end ServiceNow platform architecture, encompassing data models, integrations, security, performance, and governance.
• Collaborate with business and IT stakeholders to understand strategic objectives, define roadmaps, and convert requirements into ServiceNow solutions that deliver significant value.
• Lead the design of solutions across various ServiceNow products and modules (like ITSM, ITOM, ITAM, and more), ensuring a cohesive and scalable architecture.
• Architect and oversee integrations between ServiceNow and external systems utilizing IntegrationHub, REST APIs, web services, and other integration techniques.
• Provide technical leadership on concurrent work streams, ensuring adherence to architecture standards and promoting shared capabilities.
• Guide platform engineering, development, and administrative teams on best practices concerning design, configuration, and use of available capabilities.
• Establish and uphold architectural principles, reference architectures, and design guidelines to maintain platform integrity.
• Review and validate solution designs and implementation strategies for major projects, ensuring alignment with platform strategy.
• Drive improvements in performance, reliability, and scalability through thoughtful design of data structures and processes.
• Work closely with security, compliance, and infrastructure teams to ensure solutions meet required standards.
• Lead and coach managers and technical leads to build a high-performing ServiceNow delivery organization.
• Contribute to the SDLC and CI/CD processes for ServiceNow, focusing on automation and quality assurance.
• Stay abreast of ServiceNow product updates and industry best practices, proactively suggesting enhancements to maximize platform value.
• Effectively communicate complex technical concepts in a clear manner to non-technical stakeholders and senior leaders.

Minimum Requirements:

• A minimum of 5 years of hands-on experience with the ServiceNow platform, including solution design and implementation across various modules.
• A deep understanding of ServiceNow architecture, including data models, CMDB, security models, integration patterns, and platform governance.
• A proven background in leading multiple concurrent ServiceNow work streams from inception through to delivery.
• Experience in designing and implementing integrations between ServiceNow and external systems using REST APIs or similar technologies.
• A strong understanding of ITIL processes operationalized within ServiceNow.
• Experience with SDLC and DevOps practices regarding ServiceNow projects, including automated testing and CI/CD pipelines.
• Outstanding analytical and problem-solving abilities, capable of navigating complex challenges.
• Exceptional communication and stakeholder management skills, with experience presenting to senior leadership.
• A Bachelor's degree in Computer Science, Information Systems or a related field, or equivalent practical experience.

Preferred Qualifications:

• ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) preferred, along with ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) credentials.
• Experience leading large-scale ServiceNow transformations in a global environment.
• Background in establishing platform standards and reference architectures for ServiceNow.
• Familiarity with modern integration and automation tools.
• Experience working in agile environments closely with cross-functional teams.

Core Competencies:

• Strategic thinking and systems perspective.
• Strong focus on customer outcomes and measurable results.
• Ability to balance innovation with standardization and manage technical debt.
• High level of ownership and accountability in a dynamic environment.

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Compensation:

This role offers a competitive salary based on experience, with a range of $128,100.00 - $237,900.00. The role may also be eligible for bonuses.

Benefits:

• Medical, Dental, and Vision Insurance.
• Telehealth coverage.
• Flexible work schedules and work-from-home options.
• Opportunities for career development.
• Open Time Off in addition to holidays.
• 401(k) matching program.
• Adoption Assistance and Fertility treatments.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys supports over 8,000 organizations worldwide in delivering excellent customer and employee experiences. With AI at its core, the Genesys Cloud platform connects systems, data, and AI for enhanced operational efficiency. For more information, visit www.genesys.com.

Reasonable Accommodations:

If you need assistance completing your application process or require an alternative application method, please contact us at reasonable.accommodations@genesys.com. Expect a response within 24-48 hours. For optimal support, include relevant details in your communication.

Genesys is an equal opportunity employer committed to workplace equality and fair evaluations.

Please note that recruiters will never request sensitive personal or financial information during the application process.