Solution Architect And Product Owner
Ernst and Young20 days ago
Kochi, IndiaStaff+
Responsibilities
- Act as lead Solution Architect and design authority for the Unified Support Services Support Experience ecosystem.
- Define current-state, target-state, and transition architectures, technology roadmaps, reusable patterns, technical guardrails, and non-functional requirements.
- Design scalable ServiceNow solutions across ITSM, Employee Center, Virtual Agent, Service Catalog, Knowledge Management, CMDB, IntegrationHub, and Flow Designer.
- Own integration strategy across ServiceNow, Genesys Cloud, LogMeIn Rescue, Qualtrics, Nexthink, Microsoft Copilot, Microsoft Teams, identity services, knowledge platforms, and automation platforms.
- Define API-led, event-driven, workflow-based, and middleware integration patterns with authentication, monitoring, data synchronization, and recovery controls.
- Lead architecture governance, technical design reviews, delivery assurance, risk management, and alignment with security, privacy, compliance, data governance, and resilience requirements.
- Provide technical leadership to engineering teams, platform teams, vendors, and implementation partners through design, build, testing, deployment, and operational transition.
- Own product vision, platform strategy, roadmap, backlog prioritization, epics, capabilities, features, acceptance criteria, and release plans.
- Partner with stakeholders to refine requirements, evaluate solution options, validate outcomes, and participate in Agile ceremonies.
- Define and monitor measures for adoption, reliability, integration performance, self-service, automation, user experience, and value realization.
- Advise senior leaders on architecture options, trade-offs, risks, dependencies, technical debt, and roadmap implications.
Requirements
- 12+ years of experience across enterprise technology, solution architecture, platform engineering, IT service management, or digital workplace solutions.
- 7+ years of ServiceNow solution architecture or equivalent senior technical leadership experience.
- Proven experience architecting enterprise-scale employee support, service management, or omnichannel service solutions.
- Strong ServiceNow expertise across ITSM, Employee Center, Virtual Agent, Service Catalog, Knowledge Management, CMDB, IntegrationHub, and Flow Designer.
- Experience designing complex integrations using APIs, events, middleware, and orchestration technologies.
- Practical architecture or integration experience with Genesys Cloud and one or more of LogMeIn Rescue, Qualtrics, and Nexthink.
- Strong understanding of REST APIs, event-driven architecture, integration security, identity and access management, data flows, observability, and resilient interface design.
- Experience leading architecture governance, technical design reviews, and delivery assurance across internal teams and external partners.
- Experience translating architecture and business priorities into product roadmaps, epics, non-functional requirements, and executable delivery plans.
- Excellent communication, stakeholder management, influencing, decision-making, and problem-solving skills in a complex global and matrixed organization.
- Working knowledge of Agile delivery practices and ITIL-aligned service management processes.
- ServiceNow Certified System Administrator and relevant Certified Implementation Specialist credentials are preferred.
- ServiceNow Certified Application Developer, architect-level ServiceNow credentials, Certified Technical Architect, and TOGAF or equivalent enterprise architecture certification are preferred.
- Experience with Microsoft Copilot, Azure AI, conversational AI, enterprise search, knowledge graphs, Digital Employee Experience, proactive support, intelligent automation, or AI-enabled IT support transformation is preferred.
- Experience defining AI, knowledge governance, and data protection controls for enterprise support solutions is preferred.
Benefits
- Global, highly integrated team with opportunities and tools for continuous learning, professional development, coaching, and leadership growth.
- Flexible working arrangements and the opportunity to collaborate across a global organization and time zones.
- Benefits supporting physical, emotional, financial, and social well-being, with country-specific availability discussed with the recruiter.
Categories
About Ernst and Young
Ernst & Young (EY) provides audit/assurance, tax, consulting, strategy and transactions services to enterprises, financial institutions, and public‑sector clients. Structured as a global network of partner‑owned member firms, it sells professional services on a fee basis, including a dedicated Financial Services Organization for banking, insurance, and capital markets. Headquartered in London, EY was formed in 1989 from the merger of Ernst & Whinney and Arthur Young, and operates in 150+ countries.