Solutions Architect - ITSM [T500-27477]

About McDonald’s:

One of the world’s largest employers with locations in more than 100 countries, McDonald’s Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

This opportunity is part of the Global Technology Enterprise Products & Platforms, focused on enabling enterprise-wide services through McDonald’s 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 McDonald’s systems and platforms.
• Define solution architecture across relevant ServiceNow capabilities, with deep expertise in ITSM, ITOM, HAM, and SAM, and preferred experience across additional modules such as HRSD, CSM, SPM, App Engine, portal experiences, workflow automation, and enterprise integrations 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 product capabilities, workflow effectiveness, automation, and end-user experience by leveraging ServiceNow features 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, 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 McDonald’s 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.

Qualifications:

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 ITSM, ITOM, HAM, and SAM
• Experience providing technical leadership, architectural guidance, and design review support across cross-functional teams and implementation partners
• Bachelor’s or master’s degree in computer science, Information Technology, or a related field
• Strong understanding of ServiceNow solution architecture, workflow design, CMDB and asset data concepts, security considerations, integration patterns, and enterprise application architecture principles, especially across ITSM, ITOM, HAM, and SAM.
• 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.
• Experience partnering with platform architects, cybersecurity experts, and delivery teams to ensure solutions align with broader technical strategy and standards is desirable

Preferred Qualifications:

• ServiceNow Expertise: Strong experience architecting enterprise solutions across ITSM, ITOM, HAM, and SAM, with exposure to HRSD, CSM, SPM, IRM/SecOps, and App Engine.
• Enterprise Integrations: Hands-on experience integrating ServiceNow with HR, ERP, Finance, Identity, and collaboration platforms using REST, SOAP, Integration Hub, and middleware.
• Architecture & Governance: Expertise in solution architecture, platform standards, security, compliance, governance, and SaaS architecture best practices.
• ServiceNow Certifications: Relevant certifications such as CSA, CAD, CIS (ITSM/HAM/SAM/Discovery/Service Mapping), or CTA preferred.
• Delivery & Process Excellence: Strong knowledge of ITIL, Agile, Jira, Confluence, solution documentation, workflow design, and product-centric delivery.
• Technical Leadership: Ability to drive architecture decisions, evaluate risks and trade-offs, recommend scalable solutions, and lead business process transformation and solution adoption.