Role Description GDIT is seeking a senior-level Service Desk and Contact Center Modernization Consultant/Architect to support digital transformation initiatives across federal public sector environments. This role is focused on modernizing citizen and employee engagement through strategic adoption of AI, automation, analytics, and workflow optimization. Successful candidates bring deep experience from previously leading, deploying, managing, or architecting enterprise service desk and/or contact center technologies and can apply that operational knowledge to advise clients on modernization strategies, operating & costing models, and technology roadmaps. This role focuses on strategic advisory and architectural responsibilities and benefits from a strong understanding of operational delivery models. The position serves as a strategic advisor and solution architect responsible for helping organizations transition from traditional, human-centric support models toward scalable, AI-enabled service delivery. Key Responsibilities - Assess current-state service desk and contact center environments, including people, process, technology, and operating & costing models. - Design future-state support models emphasizing AI, automation, self-service, and workflow orchestration. - Develop modernization roadmaps aligned to federal mission requirements, user experience goals, and operational efficiency objectives. - Analyze client data to create value-based proposals demonstrating return on investment and measurable cost savings. - Advise clients on reducing manual effort and repetitive support activities through intelligent automation and AI-driven solutions. - Brief internal and customer stakeholders on the technologies and methodologies described in the required qualifications. - Support capture and business development efforts such as responding to proposals, requests for information, and whitepapers. - Evaluate and recommend technologies including: - Conversational AI/chatbots - Virtual agents - Intelligent routing - Knowledge-centered service (KCS) - Robotic Process/Agentic Automation (RPA) - Workflow automation platforms - Agent assist capabilities - Predictive analytics and reporting - Support transformation initiatives involving ITSM, customer experience, omnichannel support, and enterprise service management. - Facilitate workshops, stakeholder interviews, and operational assessments. - Convert operational pain points into scalable technical and process solutions. - Produce architectural documentation, transformation strategies, business cases, and executive-level briefings. - Collaborate with delivery teams, engineers, and client stakeholders to align solutions with mission outcomes and compliance requirements. What Success Looks Like - Reduced dependence on labor-intensive support models. - Increased automation and self-service adoption. - Improved customer and employee experience. - Faster resolution times and operational efficiency gains. - Measurable cost optimization through AI-enabled transformation. - Sustainable modernization strategies aligned to federal mission objectives. - Demonstrated portfolio growth based on successful sales activities. Qualifications - Bachelor’s degree in Information Technology or equivalent experience. - 15 or more years of related experience including 8 or more years of experience in service desk, help desk, contact center, or customer support environments. - Demonstrated prior experience leading or managing enterprise service desk and/or contact center technological environment. - Eligibility to obtain and maintain a Top Secret security clearance. - US Citizenship. - Experience designing or implementing AI and automation solutions within support organizations. - Experience with modern contact center and ITSM platforms. - Strong understanding of ITSM and contact center operational metrics, including: - Call deflection - First contact resolution (FCR) - Mean time to resolution (MTTR) - Self-service adoption - Customer satisfaction (CSAT) - Agent utilization/productivity - Average Handle Time (AHT) - Ability to assess and redesign support operating models for efficiency and scalability. - Experience supporting federal government or public sector clients. - Strong executive communication and client-facing consulting skills. - Demonstrated experience owning/supporting a portfolio of work to include delivering to a cost model or owning P&L. - Experience with platforms such as: - Amazon Connect, Lex, and Bedrock - Google CCAI, Vertex, Gemini - NICE CXone - FreshWorks - Genesys - ServiceNow, NowAssist, Moveworks - BMC Remedy and/or Helix - Microsoft Dynamics - Salesforce Service Cloud - Multifactor Authentication Solutions such as OKTA, Microsoft, ID.ME, RSA and/or CLEAR - Familiarity with Agentic and Gen AI-enabled support capabilities and copilots. - Experience developing business cases or ROI/Cost models for automation initiatives. - Understanding of federal compliance and governance environments. Requirements - Telecommuting: Remote - Travel Requirement: 10-25% - Clearance Level Must Be Able to Possess: None - Clearance Level Must Be Able to Obtain: Top Secret - Public Trust/Other Required: None Benefits - Comprehensive benefits and wellness packages. - 401K with company match. - Competitive pay and paid time off. - Full-flex work week to own your priorities at work and at home. - Award-winning culture of innovation and a military-friendly workplace. Salary Information The likely salary range for this position is $170,144 - $230,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. Job Description Relocation to West Palm Beach is available and provided by ServiceNow The Director, Platform Architecture is a strategic leader responsible for shaping the architectural vision, driving customer advisory strategy, and delivering AI-enabled transformation outcomes across a portfolio of VLE/LE customers. This role oversees multiple teams of Platform Architects, builds executive-level relationships, and partners across CEG, Sales, Product, and Partner ecosystems to drive adoption, value realization, and enterprise digital transformation at scale. Key Responsibilities Talent Development & Organizational Leadership - Build and lead high-performance teams of Platform Architects and Sr. Managers. - Drive talent strategy, hiring, skills development, and career pathing aligned to evolving AI and platform requirements. - Foster a culture of continuous learning, mentorship, and professional growth. - Encourage innovation and diverse perspectives, empowering employees to develop their careers and contribute to organizational success. Industry Expertise & Alignment - Maintain deep industry expertise by maintain close alignment with Major Area leaders and Segment leads across major industry areas. - Develop and enable high performing Platform Architects and Senior Managers, enabling them to address complex, industry-specific challenges. - Actively engage with major industry area organizations within the company to ensure architectural strategies and talent deployment remain aligned with market trends and organizational priorities. Project Staffing & Resource Management - Oversee project staffing across their aligned Major Area, ensuring optimal allocation of resources to meet customer needs and strategic objectives. - Proactively manage the pipeline of accounts, ensuring visibility into upcoming projects and resource needs to support strategic business growth. - Collaborate with business development and account teams to forecast demand and align staffing plans with evolving customer requirements and organizational priorities. - Ensure proper staffing for all engagements by matching skills, experience, and certifications to project needs, optimizing team performance and customer outcomes - Attract, recruit, and hire top talent for Platform Architect and Sr. Manager roles, leveraging industry networks - Monitor and adjust staffing plans to maintain alignment with major industry area organizations and business priorities. Enterprise-Scale Architecture Strategy - Serve as the senior architectural advisor to CIO/CTO and C-suite leaders across a multi-account portfolio. - Establish long-term, enterprise-level roadmaps and AI-enabled digital transformation strategies. - Ensure customers adopt scalable architecture, AI/GenAI patterns, data governance, and platform operating models. Qualifications Qualifications - 7-10+ years in consulting, digital transformation, or enterprise architecture leadership. - Proven track record coaching senior talent and managing multi-level architecture teams. - Strong influence with CIO/CTO-level executives and enterprise strategy teams. - Deep understanding of AI, automation, data, and emerging technology trends. - Experience shaping enterprise operating models and transformation programs. - Strong ecosystem leadership experience (GSIs, SIs, Big 4, strategic partners). - Expertise in multiple ServiceNow product suites and platform strategy. Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. Job Description The Customer Success Senior Platform Architect is an advisory role, responsible for helping our customers establish a technical foundation in the ServiceNow Platform and design solutions that deliver outcomes. The Senior Platform Architect ensures customers use leading practices around instance strategy, technical governance, core data, integrations and the health of the platform. This is a consultative role focused on guiding ServiceNow, partner and customer employees on the engagement team to provide a solution on an architecture designed for long-term success. - You will work with the customer across executive, platform owner, enterprise architects, and development teams during the selling, structuring, and implementation of solutions. - Be an architectural advisor across multiple engagements to guide customers, partners, and internal team members to provide successful customer solutions. - Provide a variety of architectural knowledge across multiple workflows. - Develop relationships with CoEI and business leaders at the customer site to understand the role of ServiceNow in their digital transformation vision. - Translate goals to outcomes into a customer roadmap. - Translate business information and technical requirements into an architectural blueprint to achieve complex goals. - Engage with the customer's Enterprise Architects to position ServiceNow as the digital transformation platform standard, integrated with the customer's core applications. - Manage technical governance, and a delivery operating model and governance. - Ensure instance health by working with the engagement team to reduce technical debt and align to ServiceNow leading practices. - Support the sales effort by scoping and estimating the engagement and change orders. - Be an active contributor of leading practices and expertise related to the ServiceNow platform. Qualifications To be successful in this role you have: - Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analysing AI-driven insights, or exploring AI's potential impact on the function or industry. - 8+ years progressive experience as part of a professional services (SaaS) organization; or equivalent education/experience - Polish language proficiency as mandatory (Native or C level) - Management consulting experience - Success driving complex issues through analysis and resolution - Industry domain expertise - Large program experience leading architecture and design - Enterprise architecture experience - Cloud application technology experience - Right to work in country Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here . Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact talent.acquisition@servicenow.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.

Role Description In this role you'll own the cloud platform that every engineering team at InComm Benefits ships on. If it runs in production, it runs on infrastructure you're responsible for. This is hands-on technical leadership. - Write Terraform, debug production, and build automation that makes teams faster. - Set the direction for how we operate in the cloud. - Grow the platform engineering capability around you. - Comfortable using AI-assisted tooling. - Reports to the VP of Software Engineering and works across all engineering teams. - Collaborate regularly with InfoSec team members based in the US. Responsibilities - Build and run the platform. - Own our AWS infrastructure across multiple accounts and regions — reliability, cost, security posture, and developer experience. - Build self-service capabilities for product teams. - Standardize everything that should be standard. - Own disaster recovery as a practiced discipline. - Make observability a team sport. - Use AI-assisted tooling as a core part of operations. - Build agentic automation into the platform where it's safe. - Maintain engineering rigor. - Work alongside platform engineers to elevate their skills. - Translate complex infrastructure choices into simple narratives. - Raise infrastructure literacy across the organization. Qualifications - 12+ years in platform engineering, SRE, or cloud infrastructure. - Deep AWS production experience. - Comfortable across compute, networking, storage, identity, and cost. - Terraform fluency. - Experience with self-service CI/CD. - Reliability engineering experience. - Observability skills. - Security by default mindset. - Experience with AI-assisted operations. - Identity and access management knowledge. - Strong communication skills. Nice to Have - Experience in benefits, fintech, or regulated industries (SOC 2, HIPAA, PCI). - Microsoft Entra ID / Azure AD experience. - FinOps practice and cloud cost optimization at scale. - Experience building agentic AI systems for operational automation. Benefits - Equal employment opportunities (EEO) to all employees and applicants. - Eligible for the Employee Referral Bonus Program - Tier III.