ServiceNow Workflow Solution Architect

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Job Description

We are seeking a ServiceNow Workflow Solution Architect to lead the end-to-end design and architecture of intelligent workflows across the ServiceNow platform. This role focuses on workflow orchestration, automation, AI-assisted experiences, and data-driven execution, leveraging modern capabilities such as Flow Designer, IntegrationHub, Workflow Data Fabric, Zero-Copy Connectors, and Now Assist for Workflows.

The architect will partner closely with Platform Architects, Product Owners, Enterprise Architects, and business stakeholders to ensure workflow solutions are scalable, reusable, compliant (GxP, SOX), and aligned to Takeda’s digital and AI strategy.

Key Responsibilities

• Architecture Strategy
  • Define and advocate workflow architecture standards, patterns, and best practices across the ServiceNow platform.
  • Design enterprise-scale workflow solutions that span multiple domains (IT, HR, Finance, Security, and Business workflows).
  • Drive buy vs. build decisions, solution evaluations, and early-phase estimates contributing to business cases.
  • Present and gain approval for high-level and detailed workflow designs through Platform and Enterprise Architecture Councils.
  • Ensure all workflow solutions align with Takeda’s regulatory requirements (GxP, SOX, auditability, data privacy).

• Workflow Solution Design & Implementation
  • Own the end-to-end workflow solution design from intake through fulfillment, automation, exception handling, and reporting.
  • Design workflows using Flow Designer, Subflows, Decision Tables, and reusable components to promote consistency and scale.
  • Leverage Now Assist for Workflows to enable AI-guided task execution, summarization, and intelligent decision support.
  • Design human-in-the-loop workflows where AI augmentation, approvals, and compliance controls are required.
  • Prepare and maintain Solution Intent Design documents for workflow-centric initiatives.
• Data & Integration Architecture
  • Architect workflows using Workflow Data Fabric to orchestrate actions across distributed data sources.
  • Utilize Zero-Copy Connectors to enable real-time workflow execution without unnecessary data replication.
  • Design integrations using IntegrationHub, REST/SOAP APIs, MID Server, and event-driven patterns where applicable.
  • Ensure workflows are resilient, observable, and designed with error handling, retries, and compensation logic.
• AI-Driven Automation
  •  Apply AI and GenAI capabilities to workflows, including:
    • AI-assisted task execution and recommendations
    • Intelligent routing and prioritization
    • Workflow summarization and insights using Now Assist
  • Partner with platform and data teams to ensure responsible AI usage, governance, and transparency.
  • Evaluate emerging ServiceNow AI features and incorporate them into workflow roadmaps.
• Governance, Quality & Platform Health
  • Ensure workflow designs comply with platform governance, security, and performance standards.
  • Identify architectural gaps and drive remediation or optimization strategies.
  • Support platform upgrades, testing, and performance optimization related to workflows.
  • Participate in design reviews, code reviews, and architectural forums.
• Mentorship & Leadership
  • Provide guidance to junior members and offer technical leadership.
  • Contribute to platform governance and participate in code reviews.

Required Skills & Qualifications

• Technical Expertise:
  • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
  • 8+ years of overall IT experience.
  • 3+ years of hands-on experience architecting solutions on the ServiceNow platform.
  • Deep expertise in ServiceNow Flow Designer, Subflows, Decision Tables, and Workflow patterns.
  • Strong experience with IntegrationHub, APIs, MID Server, and orchestration design.
  • Hands-on experience or strong conceptual understanding of:
    • Workflow Data Fabric
    • Zero-Copy Connectors
    • Now Assist for Workflows
  • Proficiency in JavaScript and ServiceNow scripting concepts.
  • Experience designing workflows in regulated environments (GxP, SOX).
• Certifications (Preferred):
  • ServiceNow Certified System Administrator (CSA) – Required
  • ServiceNow Certified Application Developer (CAD) – Required
  • ServiceNow Implementation Specialist – Preferred
• Soft Skills:
  • Strong communication and stakeholder management skills.
  • Analytical mindset and problem-solving ability.
  • Ability to work independently and in an Agile environment.

Preferred Experience

• Experience across multiple ServiceNow workflow domains (ITSM, HRSD, CSM, IRM, SecOps).
• Exposure to event-driven architectures and orchestration platforms.
• Experience designing reusable workflow frameworks and accelerators.
• Familiarity with enterprise architecture standards and governance models.

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