ServiceNow · 4 weeks ago
Solution Design Manager
United States
Full-time
Remote
Senior Level
7+ years expServiceNow is a global market leader in innovative AI-enhanced technology, serving over 8,100 customers. As a Solution Design Manager, you will lead the effort to translate customer needs into innovative solutions that leverage AI and automation, collaborating across teams to ensure alignment and feasibility of proposed designs.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
Consolidate existing insights and assets across ServiceNow teams, including Product, Industry, Solution Consulting, and Customer Success, to ensure solution designs build on what already exists rather than starting from scratch
Lead structured discovery sessions and interviews with customers, partners, and industry experts to validate known challenges, identify workflow gaps, and prioritize where incremental innovation can create measurable value
Stay current on industry trends by engaging with key partners, analysts, and thought leaders; bring these insights back to refine and contextualize existing solution approaches
Dive deep into ServiceNow’s product capabilities, understand the detailed configurations, data models, and integration points needed to ensure proposed solutions are technically feasible and grounded in platform reality
Synthesize qualitative and quantitative inputs and translate insights into practical, platform-ready solution designs that align with ServiceNow’s product capabilities and, where applicable, integrate partner technologies
Collaborate cross-functionally to build alignment between Product, Global Industries & Solutions, Marketing, and Field Sales on solution scope, value proposition, and positioning
Experiment with AI-first approaches for information gathering, research synthesis, ideation, and experience storytelling
Shape and drive art of possible in solution design from defining the process to best practices in day-to-day research (frameworks, tools, methodologies)
Qualification
Required
7+ years of experience across design, user research, strategy consulting, experience innovation, or digital transformation
Demonstrated expertise in both qualitative and quantitative research, including leading focus groups, design workshops, and user interviews, as well as analyzing data using Power BI and Excel
Proven ability to connect user value, product capability, and business outcomes through clear, actionable insights
Exceptional facilitation, communication, and storytelling skills, with strong executive presence
Hands-on experience with GenAI and modern design tools to enhance creativity, efficiency, and storytelling
Fluency in design thinking, journey mapping, and persona development methodologies
Deep intellectual curiosity, comfort with ambiguity, and a drive to simplify complexity and make things better
Preferred
Familiarity or experience with ServiceNow products is a plus
Industry familiarity in sectors such as financial services, telecom, pharma, manufacturing, or public sector is a plus
Thought leadership experience, such as presenting at conferences or publishing on solution innovation or experience design, is a plus
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow 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 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
Bill McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
Company data provided by crunchbase