Job Summary

We are looking for a Lead or Principal ServiceNow Architect with 10 to 15 years of IT experience who loves working directly with clients and building alongside the development team. In this role, you will act as a technical leader and a collaborative teammate. You will lead initial client workshops to design the solution blueprint, and then work closely with our engineers to make sure the project is delivered successfully.

The ideal candidate has strong, practical experience with ServiceNow ITSM and either CSM or HRSD. You should also have the hands-on technical skills to set up ServiceNow Now Assist (GenAI) and build an operational AI Control Tower.

Key Responsibilities

- Client Workshops and Discovery: Lead technical meetings with clients, understand their business needs, and figure out how to solve them using native ServiceNow features.
- Solution Design and Building: Own the technical design while staying close to the actual configuration. You will build complex proofs-of-concept, set up integrations using IntegrationHub, and organize clean CMDB models.
- Pre-Sales & Technical Scoping: Partner with business development leads during pre-sales discovery to evaluate client requirements, design high-level technical architectures, define integration scope, and estimate technical effort for proposals and Statements of Work (SOWs).
- Now Assist and AI Control Tower: Set up Now Assist features like incident summarization, GenAI search, and virtual agents. You will also build the AI Control Tower framework using performance analytics so clients can track their AI performance and ROI.
- Team Collaboration: Act as the technical anchor for the engineering team. You will partner with developers to troubleshoot bugs, fix performance issues, and solve tough coding challenges.
- Technical Standards:



Set clean platform standards focused on configuration over customization so client instances are healthy and easy to upgrade. You will also do friendly peer code reviews to help the team learn.

Required Skills and Qualifications

- 10 to 15 years of overall IT experience, with at least 4 years working as a Lead Developer or Architect on the ServiceNow platform.
- The ability to easily switch between high-level architecture design and hands-on coding (JavaScript, Glide APIs, Flow Designer, and Service Portal).
- Robust experience implementing ITSM and at least one other major module like CSM or HRSD.
- Practical experience configuring Now Assist (GenAI) and using ServiceNow Performance Analytics or reporting tools to build dashboards.
- Deep technical proficiency in enterprise integration patterns, including REST/SOAP web services, Webhooks, and secure OAuth authentication protocols.
- Certified System Administrator (CSA) and Certified Application Developer (CAD).
- At least two Certified Implementation Specialist (CIS) certifications in areas like ITSM, CSM, or HRSD.

Why Join Us?

- Accelerated Professional Growth: Step into a high-visibility role where you lead client discovery, shape delivery processes, and drive solution qualityfast-tracking your leadership trajectory.
- Hands-on AI & Enterprise Workflows: Gain practical, high-value experience combining core ServiceNow workflows with cutting-edge Conversational AI and automated service delivery platforms.
- Broad Domain Expertise: Expand your functional capabilities beyond a single module to cover complete Enterprise Service Management—spanning IT, HR, and automated employee experiences.
- Direct Ownership & Impact: Work in an agile, collaborative environment where your ideas drive immediate results, your decisions shape outcomes, and your contributions are directly recognized.
- Client-Facing Leadership: Engage directly with key business stakeholders and leadership teams, building executive presence and strong industry relationships.

📌 Servicenow Architect (Mumbai)
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