EY seeks a Solution Architect & Product Owner for its Unified Support Services (USS) Support Experience Platforms. This role is pivotal in defining end-to-end solution architecture, integration strategy, product roadmap, and delivery for these critical platforms.

As the architectural authority for the Support Experience technology ecosystem, you will design and govern integrated solutions across platforms like ServiceNow, Genesys Cloud, LogMeIn Rescue, Qualtrics, Nexthink, and Microsoft Copilot. The position demands deep ServiceNow expertise, strong system integration capabilities, and product ownership experience to translate business needs into a robust architecture and actionable roadmap.

You will collaborate with business, product, architecture, engineering, security, operations, and vendor teams to deliver scalable, secure, and user-centered support solutions from inception through to operational adoption.

Lead the solution architecture and design for the Unified Support Services Support Experience ecosystem, defining current-state, target-state, and transition architectures.

Own the end-to-end solution design, encompassing user channels, workflows, integrations, data, knowledge, automation, AI, and operational processes. Provide architectural leadership for ServiceNow modules including ITSM, Employee Center, Virtual Agent, Service Catalog, Knowledge Management, CMDB, IntegrationHub, and Flow Designer.

Design scalable ServiceNow solutions, data models, workflows, and platform extensions while ensuring platform integrity and maintainability. Own the comprehensive integration strategy across key platforms, defining API-led, event-driven, and middleware integration patterns with robust authentication, authorization, error handling, and monitoring.

Enable seamless continuity of identity, conversation, intent, device context, and interaction history across various support channels. Drive the Genesys integration roadmap for intelligent routing and escalation, and architect secure integrations with LogMeIn Rescue, Qualtrics for experience data, and Nexthink for proactive issue identification.

Define knowledge integration and orchestration across diverse sources. Establish architecture patterns and governance controls for AI-enabled support features like virtual agents and Copilot. Set architectural principles, reference architectures, technical guardrails, and non-functional requirements.

Conduct solution architecture reviews to ensure alignment with enterprise architecture, security, privacy, and compliance. Provide technical leadership to engineering teams, vendors, and partners throughout the project lifecycle. Review designs, specifications, test strategies, and release plans. Manage technical risks, dependencies, and architecture decisions.

Define and communicate the product vision, platform strategy, value proposition, and roadmap. Own and prioritize the product backlog based on business value, dependencies, and user experience. Translate business objectives into actionable plans and epics. Partner with stakeholders to refine requirements and validate solutions. Participate in Agile ceremonies, providing architectural direction and making timely decisions. Monitor platform adoption, reliability, performance, and value realization. Act as a trusted technical advisor to senior leaders.

A minimum of 12 years of experience in enterprise technology, solution architecture, platform engineering, IT service management, or digital workplace solutions. This includes over 7 years of dedicated ServiceNow solution architecture or senior technical leadership experience.

Demonstrated experience in architecting enterprise-scale employee support, service management, or omnichannel service solutions. Possess strong ServiceNow expertise across ITSM, Employee Center, Virtual Agent, Service Catalog, Knowledge Management, CMDB, IntegrationHub, and Flow Designer.

Proven ability to design complex integrations between ServiceNow and enterprise platforms using APIs, events, middleware, and orchestration. Practical architecture or integration experience with Genesys Cloud and at least one of LogMeIn Rescue, Qualtrics, or Nexthink is essential. A solid understanding of REST APIs, event-driven architecture, integration security, IAM, data flows, observability, and resilient interface design is required.

Experience leading architecture governance, technical design reviews, and delivery assurance with internal teams and external partners. Skill in 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 are crucial.

Ability to thrive in a complex, global, and matrixed organization. Working knowledge of Agile delivery practices and ITIL-aligned service management processes is expected. Ideally, you will also have ServiceNow certifications, TOGAF or equivalent enterprise architecture certification, and experience with AI technologies like Microsoft Copilot, Azure AI, or conversational AI. A customer-centric mindset and the ability to connect technical solutions to measurable business outcomes are highly valued.