Sr. Solution Design Manager

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 Sr. Solution Design Manager youll be part strategist part researcher part designer and part storytelleroperating at the intersection of business impact user experience and technology. Youll think at 30000 feet to understand what matters most to executiveswhy they care about AI automation how they drive transformation at scale and what challenges keep them up at night. At the same time youll dive deep into the journeys of end users across industries to uncover their biggest pain points and identify where ServiceNows AI platform can create meaningful value. From there youll architect platform-powered solutions that connect vision to execution and craft narratives that bring innovation to life.

Responsibilities:

• 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.
• Lead structured discovery sessions and interviews with customers partners and industry experts to validate known challenges identify workflow gaps and prioritize where incremental innovation can create measurable value.
• Stay current on industry trends by engaging with key partners analysts and thought leaders; bring these insights back to refine and contextualize existing solution approaches.
• Dive deep into ServiceNows 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 ServiceNows 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.
• Experiment with AI-first approaches for information gathering research synthesis ideation and experience storytelling.
• Shape and drive art of possible in solution design from defining the process to best practices in day-to-day research (frameworks tools methodologies)

Qualifications :

• 7 years of experience across design user research strategy consulting experience innovation or digital transformation.
• Demonstrated expertise in both qualitative and quantitative research including leading focus groups design workshops and user interviews as well as analyzing data using Power BI and Excel.
• Proven ability to connect user value product capability and business outcomes through clear actionable insights.
• Exceptional facilitation communication and storytelling skills with strong executive presence.
• Hands-on experience with GenAI and modern design tools to enhance creativity efficiency and storytelling.
• 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.
• Familiarity or experience with ServiceNow products is a plus.
• Industry familiarity in sectors such as financial services telecom pharma manufacturing or public sector is a plus.
• Thought leadership experience such as presenting at conferences or publishing on solution innovation or experience design is a plus.

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 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 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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Remote Work :

Yes

Employment Type :

Full-time

Key Skills
Organizational Management,Presentation Skills,Agile,SAFe,AWS,Solution Architecture,Conflict Management,Data Management,Scrum,Team Management,Pre-sales,Management Consulting
Experience: years
Vacancy: 1