Job Description

At ServiceNow, the Solution Design team sits at the crossroads of Product, Marketing, Field Sales, Solution Consulting, and Partner, translating “voice of the customer” into innovative, scalable solutions that bring the power AI and automation to life.

As a Solution Design Manager, you’ll be part strategist, part researcher, part designer, and part storyteller—operating at the intersection of business impact, user experience, and technology. You’ll think at 30,000 feet to understand what matters most to executives—why they care about AI, automation, how they drive transformation at scale, and what challenges keep them up at night. At the same time, you’ll dive deep into the journeys of end users across industries to uncover their biggest pain points and identify where ServiceNow’s AI platform can create meaningful value. From there, you’ll architect platform-powered solutions that connect vision to execution and craft narratives that bring innovation to life.

Responsibilities:

• Be accountable for driving net new ACV growth in assigned industry verticals through solution-led engagement, tracking win rates and deal outcomes to continuously refine solution effectiveness and commercial impact.
• Shape and drive art of possible in solution design-from defining the process to best practices in day-to-day research (frameworks, tools, methodologies), including AI-first approaches for information gathering, research synthesis, ideation, and experience storytelling.
• Maintain deep expertise in industry trends by engaging with key partners, analysts, and thought leaders; bring these insights back to refine and contextualize existing solution approaches.
• Lead structured discovery sessions and interviews with customers (from executives to front line users), partners, and industry experts to validate known challenges, identify workflow gaps, and prioritize where incremental innovation can create measurable value.
• 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.
• 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.

Qualifications

• 7+ years of progressive experience in solution architecture, design thinking, user research, strategy consulting, experience innovation, or digital transformation with demonstrated impact at enterprise scale
• Proven expertise in both qualitative research methodologies (focus groups, design workshops, stakeholder interviews, ethnographic studies) and quantitative analysis (Power BI, Tableau, SQL, advanced Excel), with ability to synthesize insights that drive business decisions
• Proven ability to connect user value, product capability, and business outcomes through clear, actionable insights
• Exceptional executive presence with facilitation, communication, and storytelling skills. Proven ability to influence senior stakeholders, build consensus across diverse audiences, and drive architectural decisions in complex, matrixed environments
• Hands-on experience with applying AI and modern design tools to accelerate research, synthesis, and solution development workflows
• 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 Qualifications

• 15+ years of progressive experience in solution architecture, design thinking, user research, strategy consulting, or digital transformation, with a track record of building organizational capabilities and scaling best practices at enterprise scale
• Advanced degree (Master's or PhD) in Computer Science, Design, Human-Computer Interaction, Business, or related technical/design field
• Familiarity or hands-on experience with ServiceNow products
• Deep technical fluency across enterprise technology stack: cloud platforms (AWS, Azure, GCP), integration patterns, API design, data architecture, security frameworks, and modern application development approaches. Ability to engage credibly with both C-level executives and technical architects
• Deep vertical expertise in one or more industries (Financial Services, Healthcare/Life Sciences, Manufacturing, Public Sector, Telecommunications) including understanding of industry-specific workflows, regulatory requirements, and transformation drivers
• Thought leadership experience, such as presenting at conferences or publishing on solution innovation or experience design

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

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

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