Sr Service solution architect

Location:

Chicago, IL - Hybrid 6 days in a month

The Senior Solution Architect – Service Now is a senior-level technology leader responsible for setting the strategic vision and architectural direction for the Service Now platform across the organization. This individual will define how to best leverage Service Now to deliver business value, improve operational efficiency, and reduce total cost of ownership (TCO).

The ideal candidate is a highly skilled technical expert and visionary who can translate complex business requirements into scalable, secure, and sustainable platform solutions. They will drive platform governance, integration strategies, and architecture standards while collaborating with cross-functional teams and other enterprise architects to ensure a cohesive, connected IT ecosystem.

• Define and lead the Service Now platform vision and strategy to align with enterprise goals and evolving business needs.
• Architect end-to-end Service Now solutions across modules (e.g., ITSM, ITOM, HRSD, CSM, Sec Ops, App Engine) ensuring scalability, maintainability, and integration with broader enterprise systems.
• Act as a trusted advisor and subject matter expert on Service Now capabilities, platform governance, and architectural best practices.
• Establish and enforce platform standards, guardrails, and frameworks to ensure consistent, secure, and high-quality implementations.
• Collaborate closely with business and IT stakeholders to gather requirements, assess current state, and design target state solutions.
• Drive platform maturity and innovation by identifying new modules, capabilities, and enhancements aligned with business priorities.
• Lead the evaluation, design, and implementation of new Service Now features, upgrades, and integrations.
• Ensure that data models, workflows, and user experiences are consistent, reusable, and optimized.
• Provide technical oversight to development teams and support project delivery across multiple Service Now work streams.
• Partner with other Solution Architects to ensure the Service Now platform integrates effectively within the broader enterprise architecture.
• Define and evolve methodologies, processes, and tooling for platform design, delivery, and governance.
• Monitor technology trends, platform roadmaps, and emerging practices to recommend innovative uses of Service Now to the business.

• Serve as a thought leader and coach to development teams, product owners, and junior architects.
• Define and enforce Service Now platform governance, security, and compliance standards.
• Work closely with IT leadership to contribute to IT strategy development and technology planning.
• Lead platform-level decision-making, including architecture reviews, vendor evaluations, and solution assessments.
• Contribute to broader enterprise architecture initiatives and ensure architectural alignment across platforms and systems.
• Develop strategic relationships with business and technology stakeholders to advocate for the platform and identify future opportunities.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field. Advanced degree or certifications preferred.
• 7+ years of experience in IT architecture, design, and development roles.
• 5+ years of experience architecting and delivering solutions on the Service Now platform.
• Deep expertise in multiple Service Now modules (e.g., ITSM, ITOM, HRSD, CSM, App Engine).
• Proven experience designing scalable, secure, and maintainable platform architectures.
• Demonstrated success in leading platform strategy, governance, and road mapping efforts.
• Knowledge of integration patterns and experience with REST, SOAP, MID Servers, and other integration methods.
• Experience working in agile and Dev Ops environments.
• Excellent communication, presentation, and stakeholder engagement skills.
• Strong leadership and influencing capabilities, with the ability to drive alignment across diverse teams and levels.
• Service Now Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) certifications strongly preferred.
• Experience in large-scale enterprise environments; retail or multi-business unit experience is a plus.