Technical Architect - Digital Customer Experience

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

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Job Description

About Digital Technology 

We’re not yesterday’s IT department; we're Digital Technology. The world around us keeps changing, and so do we. We’re redefining what it means to be IT with a mindset centred on transformation, experience, AI-driven automation, innovation, and growth. 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:

• Lead strategic conversations with business and IT executives on attaining key business outcomes via digital maturity and transformation
• Define the core dCX operating model of the process, data, and technology, and design the desired architectural foundations for execution
• Work closely with the technical product managers, business architects, and enterprise architects in various domains to define and implement the future state of Digital Customer experience for ServiceNow.
• Research Emerging trends in DCX and drive innovation roadmap for future state vision of DCX
• Drive design decisions to build solutions that are customer grade with a focus on Security, Availability, Scalability, Performance, and User Experience and minimize technical debt
• Provide Architecture Governance and assurance that the solutions that are delivered are compliant with the approved Architecture.
• Act as a mentor for colleagues and help drive knowledge-sharing

To be successful in this role, we need someone who has:

• 12+ years of Industry experience with a minimum of 5 years as a technical Architect or Enterprise Architect for B2C companies.
• Strong Expertise in building target state architecture and architecting features to align towards that in medium to large-sized eco-systems.
• Expertise in architecting and owning high-volume transactional systems with a strong focus on performance, scalability, security, and composability.
• Expertise in various architectural models, including domain-driven design, microservices-architecture, event-driven-architecture, and micro-frontend-architecture.
• In-depth knowledge of multiple technology stacks: Cloud service providers (Azure, AWS), Messaging platforms (Kafka, Dell Boomi), Languages (Java, JavaScript), UI Frameworks (Angular, React), Monitoring systems (Splunk, Catchpoint), Essential cloud services (API Gateways, CDN) and Web Technologies.
• Strong experience in building smart systems with an in-depth understanding of AI & ML concepts and data processing mechanisms with a focus on automation, productivity, and consumer-grade experience  
• Experience in the Customer Experience domain with a good understanding of various aspects like omnichannel experience, content-findability (SEO), and modern user experience.
• Experience and deep knowledge of the ServiceNow platform is preferable.
• Strong interpersonal skills and executive presence to single-handedly drive presentations with Executives and Senior leaders in the company
• Demonstrated strong communications skills; must collaborate and/or influence peers through explanation of facts, policies, and practices
• High-quality organizational and leadership skills, with the ability to strongly influence without authority
• BS/MS in computer science, engineering, or relevant field
• TOGAF certification preferred

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

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

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