Job Description:
We are looking for a ServiceNow Solution Architect with strong hands-on development experience and proven customer-facing expertise to design, lead, and govern scalable solutions on the ServiceNow platform. The role requires translating complex business requirements into end-to-end architectural designs while ensuring performance, scalability, security, and alignment with platform best practices.
This role requires a seasoned professional with deep ServiceNow development experience, strong understanding of platform upgrade cycles, and proven ability to review, refactor, and migrate code into stable production environments. You will also guide teams through technical best practices, platform governance, and continuous improvement efforts.
Key Responsibilities
- Solution Architecture & Design
- Design and own end-to-end ServiceNow solutions, including architecture, data models, integrations, and technical blueprints.
- Drive solution design across CSM, workflows, Flow Designer, and platform capabilities.
- Evaluate design trade-offs across customization, data model, and process flows.
- Technical Leadership & Delivery
- Lead architecture discussions and act as the technical authority for solution design and implementation.
- Support development teams in designing and delivering scalable, high-quality solutions.
- Provide hands-on guidance on development, integrations, and platform capabilities.
- Customer & Stakeholder Engagement
- Engage directly with customers for requirements gathering, workshops, and solution alignment.
- Translate complex business needs into scalable technical solutions.
- Lead architectural conversations and influence design decisions with stakeholders.
- Governance & Quality Assurance
- Define and enforce architectural standards, coding best practices, and governance processes.
- Review and optimize solution design and code for scalability, performance, and maintainability.
- Ensure compliance with platform standards, security guidelines, and enterprise policies.
- Platform Lifecycle & Operations
- Lead platform upgrades, release management, and environment migrations.
- Oversee integrations across systems and ensure high-quality delivery.
- Continuously assess platform performance and drive improvement initiatives.
- Mentorship & Capability Building
- Mentor technical leads and developers, ensuring adoption of best practices.
- Promote continuous improvement across development and delivery teams.
Required Skills & Experience
- 14+ years of overall experience in ServiceNow design, development, and implementation.
- Strong experience in ServiceNow design, development, and architecture with hands-on expertise.
- Proven experience translating complex customer needs into scalable designs.
- Proven ability to design end-to-end enterprise solutions across ServiceNow modules (CSM, workflows, integrations, data models).
- Experience in customer-facing roles including including complex requirements gathering, workshops, and aligning outcomes with ServiceNow product capabilities.
- Deep understanding of:
- Data models (tables, schema, ACLs)
- Business process flows
- Integration patterns and trade-offs
- Strong knowledge of platform governance, release management, and upgrade cycles.
- The ability to lead architectural discussions with customers, challenge requirements where needed, and propose well-reasoned design decisions that account for scalability, maintainability, and platform best practices
- A strong technical foundation to not only design solutions but also validate and guide their implementation
- ServiceNow certifications (CSA/CAD; Architect-level certifications preferred).
Must-Have ServiceNow Knowledge or Micro-Certification in at least one of the following areas:
- Customer Service Management (CSM) (Must Have)
- Playbooks
- Flow Designer
- UI Builder
- Now Assist / AI
- Platform Analytics
- Predictive Intelligence
- Service Portal
- Catalog Items
- Automated Test Framework (ATF)
Preferred Qualifications
- Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field.
- Experience with Agile or DevOps methodologies for ServiceNow delivery.
- Familiarity with CI/CD pipelines and source control (e.g., Git, Jenkins).
- Strong analytical, communication, and leadership skills.
- Ability to work collaboratively with distributed teams across time zones.
ServiceNow FSO experience is strongly preferred. We will consider candidates with equivalent depth in:
- BPM platform developers: Strong process orchestration, case management, and integration depth that maps well to ServiceNow Flow Designer and FSO.
- Insurance platform developers: Deep insurance workflow knowledge from enterprise platforms, with willingness to upskill on ServiceNow.
- Full-stack developers with BPM exposure: React/Angular front-end plus back-end API/integration experience in financial services or insurance.
Insurance domain knowledge — claims lifecycle, policy administration, billing, compliance — is a significant differentiator. Business process optimization experience is a plus.
Nice to have skills & experience
- Experience with intelligent document processing or AI document classification integrated within ServiceNow workflows.
- Familiarity with insurance compliance requirements: state DOI regulations, OFAC, AML, escheatment.
- Knowledge of Now Assist and Generative AI capabilities within ServiceNow.
- Experience in multi-instance, multi-tenant ServiceNow environments.
Work Environment & Expectations
- Work Schedule: Monday to Friday, standard business hours.
- May require occasional support during critical upgrades or production releases.
- Opportunity to collaborate with global DXC teams across architecture, delivery, and support functions.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
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