Sr Advisory Solution Architect - Retail

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI‑enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud‑based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Service Now is seeking a Retail Enterprise Architect to join our team. The Enterprise Architecture Team is part of our pre‑sales organization focused on building credibility and trust with the technical leaders in our largest customers by developing cross‑functional strategies and solutions. The Enterprise Architect role is focused on bringing technical expertise, real‑world experience, strong executive engagement skills and an inspirational mindset to help our customers in the Retail vertical industries to understand the opportunities of our “Platform of Platforms” vision.

You will act as a business and technical leader for our customers construct the most complex solutions, designed to ensure that they can realize the value they need. Your primary responsibility will be to create and communicate high‑level architectures and strategies leveraging best practices and industry standards resulting in customer trust and best in class solutions. You will work alongside customers, partners, and other account team roles to ensure the strategic, business, and technical integrity of proposed Service Now solutions, providing architectural guidance and support throughout customer engagements.

• Engage with customer executives to identify pain points and translate them into scalable, robust, and secure Service Now solutions.
• Work with a wide variety of customers, colleagues and partners to help them understand the power of the Service Now platform and the potential opportunities of the future of work
• Lead architecture and design engagements to demonstrate how Service Now meets the needs of strategic customers, including; IT Transformation, Digital Products/Services, Platform as a Service, Enterprise Service Management, and the co‑creation of industry specific solutions.
• Understand the Retail business strategy of the customer and articulate how Service Now can enable and deliver value to their organization, seamlessly integrating into their current and future technology landscape
• Understand the detail behind the Service Now and platform of platforms architecture and communicate it at various levels
• Work with architecture development methods, modelling approaches and architecture patterns for integration
• Interact at multiple levels within a customer account (CXOs, SVPs, Directors, Enterprise Architects, Technical Architects, Domain Architects) and maintain these relationships throughout their customer journey.
• Provide thought leadership and collaborate with internal Service Now business units
• Identify, lead and contribute to the creation of best practices, industry assets, reference architectures, etc.

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving. This may include using AI‑powered tools, automating workflows, analyzing AI‑driven insights, or exploring AI's potential impact on the function or industry.
• 15+ years of Retail IT experience, including 10+ years of proven success in influencing senior technology leaders to drive change in a pre‑sales, customer, or delivery‑focused role.
• 5+ years experience working with or implementing Service Now solutions
• Experience with Enterprise Architecture or Application Architecture pre‑sales in a software vendor or professional services environment, presenting architecture concepts, designs, and goals to technology leaders and partners
  • Expertise designing, implementing, and managing advanced architectures in…