At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.
Job Description
Unified Support Services (USS) Solution Architect & Product Owner, Support Experience Platforms (U642)
At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.
EY is a global leader in assurance, tax, transaction and advisory services. Technology is at the heart of what we do and deliver at EY. Technology solutions are integrated in the client services we deliver and are key to our innovation as an organization. As part of Enterprise Technology, you'll be at the forefront of integrating technology into what we do at EY. That means more growth for you, exciting learning opportunities, career choices and the chance to make a real impact.
The opportunity
EY's global Enterprise Technology group provides enabling services across enterprise platforms, infrastructure, digital workplace and service operations. The Solution Architect & Product Owner is a pivotal role within Unified Support Services, accountable for the end-to-end solution architecture, integration strategy, product roadmap and delivery of Support Experience platforms.
The role serves as the architectural authority for the Support Experience technology ecosystem. The individual will design, govern and enable integrated solutions across ServiceNow, Genesys Cloud, LogMeIn Rescue, Qualtrics, Nexthink, Microsoft Copilot, knowledge platforms, automation solutions and other Service Desk technologies. The role requires deep ServiceNow architecture expertise, strong systems integration capability and sufficient product ownership experience to translate business priorities into a coherent architecture and executable roadmap.
The successful candidate will bring together business, product, architecture, engineering, security, operations and vendor teams to deliver scalable, secure, resilient and user-centered support solutions from concept through implementation and operational adoption.
Your key responsibilities
- Act as the lead Solution Architect and design authority for the Unified Support Services Support Experience ecosystem.
- Define current-state, target-state and transition architectures for Support Experience platforms, including the supporting technology roadmap.
- Own end-to-end solution design across user channels, workflows, integrations, data, knowledge, automation, AI capabilities and operational processes.
- Provide architectural leadership across ServiceNow ITSM, r, Virtual Agent, Service Catalog, Knowledge Management, CMDB, IntegrationHub and Flow Designer.
- Design scalable ServiceNow solutions, data models, workflows and platform extensions while protecting platform integrity, maintainability and upgradeability.
- Own the end-to-end integration strategy across ServiceNow, Genesys Cloud, LogMeIn Rescue, Qualtrics, Nexthink, Microsoft Copilot, Microsoft Teams, identity services, enterprise knowledge and automation platforms.
- Define API-led, event-driven, workflow-based and middleware integration patterns, including authentication, authorization, error handling, monitoring, data synchronization and recovery.
- Enable continuity of identity, conversation, intent, device context, case context and interaction history across chatbot, live chat, voice, portal, remote support and assisted-service channels.
- Lead the Genesys integration roadmap with ITSM and digital channels to support intelligent routing and escalation between virtual, digital and voice channels without avoidable loss of context.
- Architect secure integration with LogMeIn Rescue, including remote-session launch, user and case context, technician workflow, audit information and case updates.
- Architect the use of Nexthink telemetry and automation capabilities to support proactive issue identification, contextual diagnostics and remediation workflows.
- Integrate Qualtrics experience data with support platforms to enable feedback capture, experience analysis and closed-loop service improvement.
- Define knowledge integration and orchestration across ServiceNow Knowledge, OEM knowledge sources, internal runbooks and enterprise repositories.
- Define architecture patterns and governance controls for virtual agents, Copilot experiences, agent-assist capabilities, enterprise search and AI-enabled support.
- Establish architecture principles, reference architectures, reusable patterns, technical guardrails, interface standards and non-functional requirements.
- Lead solution architecture reviews and ensure alignment with Enterprise Architecture, information security, privacy, data governance, compliance and resilience requirements.
- Provide technical leadership to engineering teams, platform teams, vendors and implementation partners throughout design, build, testing, deployment and transition to operations.
- Review solution designs, integration specifications, data mappings, user stories, test strategies, release plans and production-readiness evidence.
- Own technical risks, dependencies, architecture decisions, exceptions and technical debt, ensuring timely resolution and transparent escalation.
- Define and communicate the product vision, platform strategy, value proposition and roadmap for Support Experience platforms.
- Own and prioritize the product backlog based on business value, architectural dependencies, operational impact, risk and user experience outcomes.
- Translate business objectives and architecture into epics, capabilities, features, non-functional requirements, acceptance criteria and release plans.
- Partner with stakeholders to gather and refine requirements, evaluate solution options and validate that delivered capabilities meet intended outcomes.
- Participate in Agile ceremonies, including backlog refinement, sprint planning, reviews and retrospectives, while providing architecture direction and timely decisions.
- Define and monitor measures for platform adoption, reliability, integration performance, self-service, automation, experience and value realization.
- Act as a trusted technical advisor to senior leaders and communicate architecture options, trade-offs, recommendations, risks and roadmap implications clearly.
Skills and attributes for success
To qualify for the role you must have
- 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.
- Demonstrated experience designing complex integrations between ServiceNow and enterprise platforms using APIs, events, middleware and orchestration technologies.
- Practical architecture or integration experience involving 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.
- Ability to work effectively across a complex, global and matrixed organization.
- Working knowledge of Agile delivery practices and ITIL-aligned service management processes.
Ideally, you'll also have
- ServiceNow Certified System Administrator and relevant Certified Implementation Specialist credentials.
- ServiceNow Certified Application Developer or architect-level ServiceNow credentials; Certified Technical Architect is preferred.
- TOGAF or an equivalent enterprise architecture certification.
- Experience with Microsoft Copilot, Azure AI, conversational AI, enterprise search or knowledge graphs.
- Experience delivering Digital Employee Experience, proactive support, intelligent automation or AI-enabled IT support transformation.
- Experience defining AI, knowledge governance and data protection controls for enterprise support solutions.
- Confidence to make timely decisions, articulate trade-offs and challenge proposed options constructively.
- A customer-centric mindset and the ability to connect technical solutions to measurable user and business outcomes.
What we look for
- A technology leader who combines deep ServiceNow architecture expertise with strong product judgment and end-to-end delivery accountability.
- A proven ability to define target architecture, govern complex integrations and lead cross-functional teams from strategy through implementation and operational adoption.
- Strong systems thinking and the ability to balance enterprise standards, user experience, business value, delivery pragmatism and long-term maintainability.
- Overall experience relevant to an Assistant Director-level role in enterprise support technology, solution architecture or service management transformation.
- Willingness to support a global service environment and collaborate across time zones as required.
What we offer
As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here's a snapshot of what we offer:
- Continuous learning: You'll develop the mindset and skills to navigate whatever comes next.
- Success as defined by you: We'll provide the tools and flexibility, so you can make a meaningful impact, your way.
- Transformative leadership: We'll give you the insights, coaching and confidence to be the leader the world needs.
- Diverse and inclusive culture: You'll be embraced for who you are and empowered to use your voice to help others find theirs.
EY | Building a better working world
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.
Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.
Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.
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