• Company: McDonald’s
• Job Title: ServiceNow Solution Architect (HRSD)
• Job Type: Full-Time
• Department: Global Technology – Enterprise Products & Platforms
• Work Mode: Hybrid/On-site (Based on Business Requirements)
• Experience Required: 8+ Years
• Employment Type: Permanent
• Experience Level: Senior
• Certification: ServiceNow certifications are preferred (CSA, CAD, CIS-HR, CTA, etc.)

This opportunity is part of the Global Technology Enterprise Products & Platforms, focused on enabling enterprise-wide services through McDonalds global ServiceNow platform, where our vision is to Always be a people led, product centric, future focused & trusted technology partner of choice.

Responsibilities & Accountabilities:

Solution Design and Architecture:

• Work closely with stakeholders to understand business objectives, challenges, user needs, and functional requirements across products and workflows.
• Develop end-to-end solution designs for ServiceNow-enabled products and workflow capabilities that meet business requirements and integrate effectively with existing McDonalds systems and platforms.
• Define solution architecture across relevant ServiceNow capabilities, with deep expertise in HRSD and related HR functionality, including employee service delivery, employee center, lifecycle events, case and knowledge management, document management, workflow automation, and integrations with HR, identity, and collaboration platforms. Additional experience across modules such as ITSM, ITOM, CSM, SPM, App Engine, portal experiences, and enterprise integrations is preferred based on product and business priorities.
• Ensure solutions are scalable, secure, usable, maintainable, and aligned with enterprise and platform standards, balancing business value, speed, user experience, and operational supportability.
• Create and maintain architectural documentation for assigned products and initiatives, including solution designs, process flows, architecture diagrams, integration patterns, data flows, and technical specifications.
• Define reusable solution patterns and design approaches across products and workflows, and ensure consistent implementation in partnership with product and engineering teams.
• Communicate solution architecture direction effectively to stakeholders, ensuring shared understanding of design decisions, tradeoffs, dependencies, and impacts.
• Provide solution architecture expertise across design and delivery phases for assigned products and initiatives, partnering with implementation teams to ensure solutions are delivered in alignment with intended business outcomes and approved architecture.
• Define architecture for boundary systems and integrations related to assigned products and workflows, including APIs, identity flows, data exchange, and orchestration patterns; partner with adjacent teams to resolve issues, mitigate risks, and escalate broader cross-platform design decisions as needed.
• Own solution architecture for assigned products and initiatives, ensuring alignment of workflow design, business process enablement, data requirements, security controls, user experience, reporting needs, and support models.

Technology Strategy and Roadmap:

• Contribute to roadmap planning for ServiceNow-enabled products and workflows by identifying architecture needs, dependencies, technical options, and sequencing considerations in alignment with business priorities and platform direction.
• Identify opportunities to improve employee service delivery capabilities, HR workflow effectiveness, automation, knowledge experiences, and end-user experience by leveraging ServiceNow HR functionality and adjacent enterprise technologies.
• Contribute architectural evaluations and recommendations for new ServiceNow capabilities, module enhancements, integrations, and vendor solutions, including business value, technical fit, delivery implications, and long-term maintainability.

Collaborate with Cross-Functional Teams:

• Foster collaboration with product managers, engineering teams, HR technology partners, HR business stakeholders, operations, cybersecurity, enterprise architecture, data teams, and business units to ensure alignment between architectural vision, delivery plans, and measurable business outcomes.
• Partner effectively with other architects, product managers, engineering teams, operations, and business stakeholders to promote consistent patterns, architectural rigor, and scalable solution outcomes across assigned products and initiatives.
• Participate in architecture reviews, alignment sessions, and decision forums to support consistency, resolve tradeoffs within assigned scope, and raise broader portfolio issues to the appropriate architecture and product leaders.

Implementation and Support:

• Partner with engineering and delivery teams to implement approved solution designs and provide architecture guidance on complex product, workflow, and integration challenges within assigned scope.
• Provide architectural support across assigned initiatives, ensuring timely engagement on complex design topics, effective issue escalation, and practical resolution of architecture-related delivery risks.
• Support solution delivery through design reviews, issue resolution, dependency management, and transition planning to ensure solutions are supportable and aligned with business intent.

Governance and Compliance:

• Ensure solution designs comply with enterprise architecture principles, security requirements, regulatory expectations, and McDonalds policies.
• Identify solution-level risks, design gaps, and technical dependencies, and define mitigation strategies that improve delivery quality, maintainability, and business continuity.
• Partner with platform architecture, cybersecurity, and risk teams to ensure product and workflow solutions align with approved standards, controls, and architectural guardrails.
• Support adherence to approved architecture standards, governance processes, and design guardrails across assigned initiatives, and raise exceptions or risks requiring broader review.

Basic Qualifications:

• 8+ years of experience in solution architecture, enterprise applications, platform engineering, or related technology roles within large-scale, global environments
• 5+ years of experience architecting and delivering ServiceNow-based solutions, including deep hands-on expertise in HRSD and related HR functionality
• Experience providing technical leadership, architectural guidance, and design review support across cross-functional teams and implementation partners
• Bachelors or masters degree in Computer Science, Information Technology, or a related field
• Strong understanding of ServiceNow solution architecture, HR workflow design, employee service delivery patterns, case and knowledge management, security and privacy considerations for employee data, integration patterns, and enterprise application architecture principles, especially across HRSD and related HR functionality.
• Demonstrated knowledge of business solution design and workflow orchestration in a QSR, retail, enterprise applications, or back-office systems environment
• Knowledge of software engineering and delivery practices across the full software development life cycle, including requirements, design, testing, release management, and operational support
• Strong knowledge of APIs, integration frameworks, identity and access patterns, data architecture principles, and enterprise application interoperability
• Experience applying product and agile ways of working, including best practices and lessons learned to standardize and refine delivery approaches
• Highly experienced in working collaboratively with business partners, product teams, architects, and engineering teams to drive outcomes and solve complex business and technical challenges across a global matrixed organization
• Demonstrated ability to influence solution design decisions and provide technical leadership across internal teams, suppliers, and implementation partners
• Strong communication and interpersonal skills, with the ability to articulate complex technical concepts, solution tradeoffs, and business impacts to non-technical and executive stakeholders
• Strong problem-solving and innovation skills to identify, develop, and improve techniques, procedures, services, or products
• Demonstrated ability to contribute to a collaborative environment that encourages learning, constructive challenge, thoughtful risk-taking, and continuous improvement
• Relevant ServiceNow and industry certifications are a plus.

Preferred Qualifications

• ServiceNow HRSD Expertise: Experience architecting HRSD solutions, including Employee Center, Case & Knowledge Management, Lifecycle Events, Document Management, and Workflow Automation, with exposure to ITSM, ITOM, CSM, and App Engine.
• Enterprise Integrations: Strong knowledge of integrating ServiceNow with HRIS, Payroll, Identity, Document Management, and Collaboration platforms using REST, SOAP, Integration Hub, and middleware.
• Architecture, Security & Governance: Experience designing secure, compliant, and scalable solutions with expertise in SSO, SAML, OAuth, SaaS governance, audit controls, and platform standards.
• ServiceNow Certifications: Preferred certifications such as CSA, CAD, CIS-HR, CTA, or other relevant ServiceNow credentials.
• Delivery & Best Practices: Proficiency in ITIL, Agile, Jira, Confluence, solution documentation, workflow design, and product-centric delivery with business process transformation.
• Technical Leadership & Collaboration: Ability to drive solution architecture, evaluate risks, recommend scalable solutions, and collaborate with platform architects, cybersecurity, and cross-functional teams to deliver business value.