The Digital Customer Experience (DCX) team creates consumer-grade digital experiences and products that help our customers and partners be successful and realize the value of their ServiceNow investment. Leveraging the latest technologies, and built on ServiceNow’s intelligent platform, we deliver a seamless, personalized experience at every step of our customers’ journey. The products we build power digital business for ServiceNow and can even become commercially available.

Come join the Digital Customer Experience (DCX) team, within the Digital Technology organization, & work with a talented group of PMs, developers, designers, and researchers. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. Ultimately, we strive to make the world work better for our employees and customers when you work in ServiceNow Digital Technology, you work for them. 

What you get to do in this role:   

• Partner in developing a transformative approach to design architecture and build customer and employee experiences of the future
• Lead the alignment of Digital Customer Experience strategy with the strategic priorities of the company
• Engage and provide architecture thought leadership across Chief Digital and Information Officer and CDIO’s leaders
• Analyze gaps in technology architecture and translate them into opportunities, with a roadmap to attain strategic outcomes
• Evaluate and define vendor strategy that supports Architecture tenets
• Partner with senior business stakeholders to understand business outcomes and lead capability maturity led technology investment decisions
• Lead and drive roadmaps towards a future/target state reference architecture
• Lead solving complex design challenges and resolve technological disagreements with informed architecture pattens
• Lead the design of Enterprise architecture policies and guidelines to manage and guide DCX and stakeholders
• Lead and partner with Early Technologies teams to foster innovative thinking and drive PoCs to experiment disruptive technologies

To be successful in this role you have:

• Minimum of 12+ years of Industry experience with 3+ years leading Cloud Architecture team and 5+ years in varying Architect roles
• Expert level practical knowledge of microservices solutions including event driven model
• Experience in leading Architecture strategy to align company priorities with technology outcomes, define target state architectures with roadmaps
• Strong and deep technical expertise across applications, data, infrastructure, and integrations as well as strong domain knowledge on what is “best in class” digital experience for Enterprise products
• Strong understanding of ServiceNow Platform
• Hands on experience with Azure cloud solutions is a plus
• Excellent presentation, negotiation and persuasion skills, and experience interacting with both business and technology teams, at all levels
• Lead global team of high performing Enterprise Architects and influence community of Architects in the company
• Understand the significant industry shifts taking place in the current landscape, and be able to design forward-thinking, innovative and impactful solutions.
• Inquisitive mind, endless curiosity and passion for learning about technologies, industries and new approaches to doing things
• Experience working in Agile “ways of working” in high growth environment
• ServiceNow Certified Master Architect and/or Certified Technical Architect is a nice to have
• TOGAF or related Certification preferred

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas 

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer 

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations 

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact talent.acquisition@servicenow.com for assistance. 

Export Control Regulations 

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

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