Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people.

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 of AI and automation to life. We design and realize these solutions in an AI-native way, using AI agents and tools to move from market insight to a working solution faster than traditional approaches allow.

As a Sr. Manager, Solution Design & Realization, you’ll be part strategist, part researcher, part designer, part builder, 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 and 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. You will also own the path from design to realization, using AI-native methods to turn solution concepts into seller and customer-ready assets.

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.
• Build AI-native market intelligence workflows that continuously gather and synthesize signals from analysts, earnings calls, regulatory filings, customer interviews, competitor moves, and seller feedback, and turn them into prioritized solution opportunities.
• 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. Use AI to prepare, capture, and synthesize these sessions at scale.
• 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. Use AI to index, search, and reuse this knowledge.
• 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. Design solutions with AI workflows as a core building block, not an add-on.
• Act as product owner for seller-facing agents and solution tooling, from concept through pilot to full rollout, running seller research and using adoption and usage data to improve accuracy and value over time.
• Collaborate cross-functionally to build alignment between Product, Global Industries & Solutions, Marketing, and Field Sales on solution scope, value proposition, and positioning.

Qualifications

Basic Qualifications

• 9+ 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, including prompting, agent building, and AI-assisted prototyping.
• Demonstrated ability to take an idea from concept to a working solution, using AI-native tools and partnering with engineers.
• 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.
• Working knowledge of LLMs, and agentic architectures, with experience building or shipping AI agents or tools.
• 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.

Compensation

For positions in this location, we offer a base pay of $171,900 - $300,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 [email protected] 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.