Solution Architect I - Enterprise Solutions

Job Summary

Position Overview The Middle-Office Solution Architect leads the modernization of service delivery, customer support, and operational support functions. This role focuses on ServiceNow and related platforms to enhance customer experience, streamline service operations, and enable business agility.

Key Responsibilities

• Design comprehensive ServiceNow implementations spanning ITSM, ITOM, ITBM, Customer Service Management, and other modules
• Architect workflows and processes for customer support, incident management, change management, and asset management
• Define platform configurations, customizations, and integration patterns aligned with enterprise standards
• Lead middle-office function transformation initiatives, optimizing service delivery models and support processes
• Develop target operating models for customer support, IT service delivery, and business support functions
• Collaborate with operational leaders to identify efficiency gains and service quality improvements
• Establish ServiceNow governance, configuration standards, and best practices across the enterprise
• Develop reference architectures for common middle-office scenarios; ensure scalability and performance
• Implement security, compliance, and access control frameworks for service delivery platforms
• Define integration strategies between ServiceNow, Front-Office systems (Salesforce), and Back-Office systems (Oracle Fusion, HCM)
• Architect data flows to ensure real-time visibility across customer service, operations, and finance
• Coordinate with other Enterprise Architects to enable end-to-end process optimization

Required Qualifications

• 10+ years of enterprise solutions architecture or IT service management experience
• 7+ years of hands-on experience designing and implementing ServiceNow solutions at enterprise scale
• 5+ years of experience in customer service or IT operations transformation
• Deep expertise in ITIL, ITSM best practices, and service-oriented architectures
• Strong understanding of integration technologies, APIs, and middleware platforms
• Proven ability to manage complex transformation programs with multiple stakeholder groups
• Strong analytical and problem-solving skills with attention to process optimization

Preferred Qualifications

• ServiceNow Certified System Administrator or Certified Application Developer certifications
• Experience with multiple ServiceNow modules (ITSM, CSM, ITOM, ITBM, etc.)
• Background with Jira Service Management, BMC Remedy, or other ITSM platforms
• Knowledge of customer service platforms and omnichannel support architectures
• Experience with process mining, RPA, or workflow automation

Success Metrics

• Successful deployment of ServiceNow platform supporting 100%+ growth in service delivery volume
• Improved customer satisfaction and first-contact resolution rates by 25%+
• Reduced average resolution times by 30%+ through process optimization and automation
• Seamless integration enabling real-time visibility and automated escalations across Front, Middle, and Back-Office

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.