Senior Architect

6 months + as the overall transformation project is 3 years in scope. Hybrid onsite 3x a week (T/W/Th) ITSM (ServiceNow preferred) Architect who can also help build and executive roadmaps. Seeking a Digital Workplace Services Architect to help architect the Future of Work at a Fortune 500 organization. This is not a traditional architect role - you will be a transformation catalyst who combines strategic vision with hands-on technical expertise to deliver AI-enhanced, user-centric solutions that drive measurable business outcomes. You will lead the technical design and architecture for our 2026 digital workplace transformation, embedding automation, AI‑driven self‑service, and experience‑first design into every solution. This is your opportunity to shape enterprise IT at scale with executive visibility and strategic influence. Responsibilities Strategic Architecture & Transformation Roadmaps: Develop and maintain target reference architectures for digital workplace and AI‑enhanced service desk environments aligned to business priorities Create multi‑year transformation roadmaps balancing innovation, security, scalability, and user experience Champion headless service patterns, L0/L1 deflection strategies, and shift‑left enablement models Design integration frameworks across cloud identity (Okta), collaboration (Microsoft 365), ITSM (ServiceNow), and automation platforms (Tanium, PowerShell) Take advantage of native AI tools available (e.g. Now Assist) Solution Design & Technical Leadership: Lead solution design for multi‑channel support (phone, chat, email, walk‑up, virtual agents) with seamless user experiences Architect AI‑driven automation workflows for password resets, software installs, VPN remediation, and device health monitoring Provide technical leadership through all project phases: concept, proof‑of‑concept, execution, rollout, and operations Own DWS catalog consolidation strategy for M&A‑acquired entities, harmonizing disparate IT landscapes Conduct performance analysis and capacity planning across Windows, Mac, and mobile environments Innovation & Experience Excellence: Embed Experience Level Agreements (XLAs) and Digital Employee Experience (DEX) metrics into architecture standards Champion AI, automation, and ML‑driven user experience strategies for proactive issue detection and resolution Evaluate emerging technologies and lead pilots that deliver measurable business value Direct SRE automation priorities as Technical Product Owner, ensuring engineering teams focus on high‑impact use cases Collaboration & Stakeholder Management: Collaborate with leadership and regional stakeholders to assess IT landscapes and identify modernization opportunities Work with internal teams (engineering, service delivery) and external vendors to ensure solution alignment and quality Act as trusted advisor to executives, translating complex technical concepts into clear business value Mentor engineering teams, lead workshops, and foster a culture of continuous improvement and innovation Security, Compliance & Governance: Integrate security and compliance requirements (ISO 27001, SOC 2) into digital workplace solutions Conduct root cause analyses, troubleshoot critical issues, and maintain enterprise‑grade stability Support project planning including scope definition, cost estimation, documentation, and governance Qualifications 10+ years' experience in digital workplace architecture, ITSM, or related IT roles supporting large enterprise or global organizations Deep ServiceNow ITSM expertise with hands‑on experience in workflow automation, catalog design, and platform governance Experience working with Now Assist, DEX technology, Chatbots, and IVR systems Strong understanding of endpoint management (Intune, JAMF), cloud identity (Okta, Azure AD), and SaaS/cloud platform integration Experience with automation tools (PowerShell, APIs, Python), AI integration techniques, and workplace analytics platforms ITIL 4 Foundation or Expert certification; architecture certifications (TOGAF, AWS/Azure Solutions Architect) strongly preferred Proven track record designing and implementing AI‑powered virtual agents, chatbots, or intelligent automation solutions Exceptional communication skills - able to engage technical teams and translate concepts for executive stakeholders Strategic thinker who balances long‑term vision with pragmatic MVP‑first execution Thrives in collaborative, matrixed environments with multiple partners and vendors Comfortable with ambiguity, urgency, and transformation pace - you build the plane while flying it Preferred Qualifications: You have led enterprise‑scale digital workplace transformations (10,000+ users) including service desk consolidations or cloud migrations You have M&A integration experience - harmonizing IT systems, consolidating service catalogs, and accelerating onboarding timelines You have implemented XLAs or DEX monitoring programs and can articulate the shift from SLA compliance to experience excellence You have designed and deployed automation that achieved 15%+ ticket deflection with measurable ROI You contribute to industry thought leadership - conference speaking, publications, or open‑source projects You are data‑driven and metric‑obsessed: MTTR, MTTD, experience scores, automation ROI, cost‑per‑transaction The estimated pay range for this position is USD $100.00/Hr. - USD $130.00/Hr. Exact compensation and offers of employment are dependent on job‑related knowledge, skills, experience, licenses or certifications, and location. We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process. #J-18808-Ljbffr