Senior ServiceNow Platform Architect — AI-Driven Solutions

United Airlines; Chicago (IL); Hybrid; USD 141,000 - 183,000; Full time

Benefits offered by this job

Medical benefits

Flight privileges

Paid time off

401(k) and benefits

Job summary

United Airlines is seeking a Principal Architect to lead the ServiceNow platform architecture and AI strategy. You will guide enterprise integration, governance, and multi-product design across IT services, HR, and automation domains.

You will mentor teams, drive responsible AI practices, and partner with Data & AI to enable scalable, secure, and measurable outcomes. Hybrid 2–3 days in office at Chicago or Houston HQ.

Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or another computer-related field
• 5+ years of enterprise architecture, platform architecture, or solution architecture experience
• 5+ years of ServiceNow experience in large-scale, complex enterprise environments
• Experience designing solutions across multiple ServiceNow product families including ITSM, ITOM, ITAM, SAM, Service Catalog, Knowledge Management, Employee Center, HRSD, IRM, App Engine, automation, workflow, AI, or Now Assist
• Experience defining enterprise AI or Agentic AI architecture, governance, responsible AI controls, model lifecycle standards, and adoption approaches for workflow platforms
• Experience with knowledge grounding, retrieval-augmented generation (RAG), enterprise search integrations, AIOps, predictive operations, observability and telemetry platforms, and measurement of AI-enabled business outcomes
• Experience leading cross-functional design decisions, technical workshops, solution reviews, and architecture decision documentation
• Demonstrated ability to create reference architectures, standards, design patterns, guardrails, architecture decision records, and executive-level architecture recommendations
• Strong understanding of enterprise integration patterns, APIs, IntegrationHub, event-driven design, identity and access integration, data exchange principles, and ServiceNow integration architecture
• Ability to translate business strategy and operational needs into scalable ServiceNow platform capabilities and architectural roadmaps
• Knowledge of ITSM, ITOM, ITAM, SAM, Service Catalog, Knowledge Management, Employee Center, HRSD, IRM, App Engine, automation, Now Assist, AI Agents, Agentic AI, AIOps, predictive operations, and AI-driven workflow and autonomous remediation capabilities
• Ability to establish responsible AI governance, model lifecycle controls, knowledge grounding, RAG, and enterprise search patterns in partnership with Data & AI, security, risk, and platform teams
• Ability to define and track AI adoption outcomes using measures such as productivity improvement, MTTR reduction, self-service containment, and automation rate
• Strategic thinking, facilitation, storytelling, and executive communication skills, with the ability to influence executive stakeholders, enterprise architects, product owners, engineers, implementation partners, business leaders, security partners, vendors, and cross-functional stakeholder groups
• Must be able to work a hybrid schedule (2-3 days in office) at our Houston or Chicago HQ
• Must be legally authorized to work in the United States for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position
• Master's degree in Computer Science
• 10+ years of enterprise architecture, platform architecture, or solution architecture experience
• 7+ years of ServiceNow experience in large-scale, complex enterprise environments
• Experience serving as a ServiceNow platform architect, domain architect, chief architect, or equivalent architecture leader in a global organization
• Experience with ServiceNow enterprise roadmap planning, platform governance, and multi-team delivery models
• Experience consulting on ServiceNow implementations and complex projects
• ServiceNow Certified Master Architect (CMA)
• ServiceNow Certified Technical Architect (CTA)
• ITIL 4 certification
• TOGAF, Zachman, Gartner, or an equivalent enterprise architecture certification
• The base pay range for this role is $140,600.00 to $183,108.00.

Responsibilities

• Define and maintain the ServiceNow platform architecture strategy and governance, including the ServiceNow AI and Agentic AI architecture strategy, reference architectures, technical standards, design patterns, architectural guardrails, responsible AI controls, model lifecycle standards, and decision frameworks that guide consistent solution design across ServiceNow product areas and enterprise integrations
• Lead solution architecture for complex ServiceNow initiatives by translating business requirements into scalable platform solutions, facilitating design workshops, assessing solution options, and guiding decisions on out-of-box capabilities, configuration, customization, integration, and platform placement
• Architect AI-driven workflow automation and autonomous remediation capabilities and define measures of business value, such as productivity, MTTR reduction, self-service containment, and automation rate
• Establish enterprise integration architecture for ServiceNow, including reusable integration patterns, API standards, IntegrationHub guidance, event-driven approaches, identity and access integration, data exchange principles, and alignment with enterprise architecture standards
• Partner with Data & AI teams on knowledge grounding, retrieval-augmented generation (RAG), enterprise search, observability, and telemetry integrations that enable trusted AI and AIOps capabilities
• Guide platform capability planning and adoption across ITSM, ITOM, ITAM, SAM, Service Catalog, Knowledge Management, Employee Center, HRSD, IRM, App Engine, automation, workflow, Now Assist, and AI Agents
• Lead adoption of AI capabilities across ITSM, ITOM, HR, and Employee Experience and drive AIOps and predictive operations using observability and telemetry platforms so capabilities evolve cohesively, deliver measurable value, and follow common architectural and responsible AI standards
• Mentor architects, developers, and platform teams and promote architecture discipline, technical excellence, standards adoption, responsible use of ServiceNow capabilities, and continuous improvement across internal teams and implementation partners

Skills

ServiceNow architecture

AI/Agentic AI strategy

Enterprise integration

Leadership & mentorship

Architectural governance

Education

Bachelor's in Computer Science

Master's in Computer Science (preferred)

Tools

ServiceNow

IntegrationHub

RAG & AI tooling

Observability/Telemetry

Job description

United Airlines is seeking a Principal Architect to lead the ServiceNow platform architecture and AI strategy. You will guide enterprise integration, governance, and multi-product design across IT services, HR, and automation domains.

You will mentor teams, drive responsible AI practices, and partner with Data & AI to enable scalable, secure, and measurable outcomes. Hybrid 2–3 days in office at Chicago or Houston HQ.