Genesys · 7 hours ago
Sr. Solution Architect, Service Now
Austin, Texas Metropolitan Area
Full-time
Hybrid
Mid, Senior Level
$128K/yr - $238K/yr
5+ years expGenesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. This role is responsible for designing, governing, and evolving the enterprise ServiceNow platform to meet complex business needs across multiple functions, guiding technical implementation, and ensuring secure and sustainable delivery of integrations and capabilities.
Artificial Intelligence (AI)Cloud ComputingSaaSSoftware
Responsibilities
Own and evolve the end-to-end ServiceNow platform architecture, including data model, integrations, security, performance, and governance
Partner with business and IT stakeholders to understand strategic goals, define roadmaps, and translate requirements into ServiceNow solutions that deliver measurable value
Lead the design of solutions across multiple ServiceNow products and modules (e.g., ITSM, ITOM, ITAM, CSM, HRSD, CMDB, Workflow/Flow Designer), ensuring a unified and scalable architecture
Architect and oversee integrations between ServiceNow and external systems using IntegrationHub, REST APIs, web services, event streams, and other integration patterns
Provide technical leadership across multiple concurrent work streams, ensuring alignment to architecture standards, reuse of shared capabilities, and consistent design patterns
Guide platform engineering, development, and admin teams on solution design, configuration vs. customization, coding standards, and use of out-of-the-box capabilities
Establish and maintain architectural principles, reference architectures, and design guardrails to protect platform integrity and manage technical debt
Review and approve solution designs, stories, and implementation approaches for major initiatives, ensuring they align with platform strategy and non-functional requirements
Drive performance, reliability, and scalability improvements through thoughtful design of data structures, integrations, automations, and operational processes
Collaborate with security, compliance, and infrastructure teams to ensure solutions meet security, privacy, and regulatory requirements
Provide leadership and coaching to managers and technical leads across multiple teams, building a high-performing, collaborative ServiceNow delivery organization
Contribute to and champion SDLC, CI/CD, testing, and release processes for ServiceNow, promoting automation, quality, and repeatability
Stay current on the ServiceNow product roadmap, new features, and industry best practices, and proactively recommend enhancements to maximize platform value
Communicate complex technical concepts in clear, business-friendly language to senior leaders and non-technical stakeholders
Qualification
Required
5+ years of hands-on experience with the ServiceNow platform, including solution design and implementation across multiple modules
Deep understanding of ServiceNow architecture, including data model, CMDB, ACLs and security model, integration patterns, performance considerations, and platform governance
Proven track record leading multiple concurrent ServiceNow or enterprise platform work streams from concept through delivery
Demonstrated experience designing and implementing integrations between ServiceNow and external systems using REST APIs, web services, IntegrationHub, message queues, or equivalent technologies
Strong understanding of ITIL processes and how they are operationalized within ServiceNow (Incident, Request, Problem, Change, CMDB, Knowledge, etc.)
Experience with SDLC and DevOps practices for ServiceNow, including source control, automated testing, and CI/CD pipelines
Excellent analytical and problem-solving skills, with the ability to navigate ambiguity and design solutions for complex, cross-functional problems
Exceptional communication, facilitation, and stakeholder management skills, with experience presenting to senior leadership
Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent practical experience
Preferred
ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) required; ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) required, plus one or more advanced Implementation Specialist certifications or ITIL Foundation certification preferred
Experience leading large-scale ServiceNow transformations or multi-year platform roadmaps in a global or enterprise environment
Background designing or governing platform standards, guardrails, and reference architectures for ServiceNow
Familiarity with modern integration and automation tools and patterns (e.g., IntegrationHub, ETL tools, iPaaS, event-driven architectures)
Exposure to AIOps, observability, or analytics solutions that integrate with ServiceNow for proactive operations and incident reduction
Experience working in agile delivery environments, collaborating closely with product owners, scrum teams, and cross-functional stakeholders
Benefits
Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
Company
Genesys
Genesys enables organizations to orchestrate the best AI-powered experiences to drive customer loyalty and growth.
5001-10000 employees
H1B Sponsorship
Genesys has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2021 (2)
Funding
Current Stage
Late StageTotal Funding
$2.98BKey Investors
Salesforce VenturesPermira
2025-07-31Corporate Round· $1.5B
2021-12-06Private Equity· $580M
2016-07-22Private Equity· $900M
Leadership Team
Tony Bates
Chairman and CEO
Brian Swartz
Chief Financial Officer
Recent News
2025-12-30
2025-12-27
2025-12-26
Company data provided by crunchbase