Job Summary

NTT DATA is seeking a dynamic and experienced ServiceNow Technical Architect who combines deep technical expertise with strategic advisory capabilities. This role involves hands-on configuration and development across all major ServiceNow modules, while also contributing to pre-sales efforts including proposal development and crafting Statements of Work (SOWs). The ideal candidate will be a trusted advisor to clients, helping them maximize their ServiceNow investments through strategic roadmaps, platform governance, and process optimization.

Location: Remote (with occasional travel as needed)

Key Responsibilities

- Lead design and delivery of scalable CSM solutions aligned with enterprise architecture and industry best practices.
- Provide strong hands-on expertise across CSM modules including Case Management, Knowledge Management, Entitlements, and Customer Onboarding.
- Solid knowledge of CSM data models, case lifecycle, and customer workflows.
- Architect and manage real-time integrations with CRM, finance systems,



and third-party platforms
- Demonstrate proficiency in REST/SOAP APIs, IntegrationHub, MID Server, and integration workflows.
- Integrate ServiceNow with CRM systems, ERP platforms, financial systems, and external applications.
- Oversee interoperability and ensure seamless data flow across platforms.
- Apply working knowledge of ITSM processes (Incident, Problem, Change, Service Catalog) mapped to ITIL standards.

Qualifications
- 8+ years of experience in ServiceNow and 4+ years of CSM experience.
- Strong understanding of ServiceNow architecture, scripting, workflows, and integrations. - 3+ Years
- Demonstrated ability to lead client workshops and translate business processes into technical solutions -2+ Years

Mandatory Certifications
- Should be CIS CSM certified.
- Excellent communication and stakeholder engagement skills.

📌 ServiceNow - AI Technical Architect (New Delhi)
🏢 NTT DATA Business Solutions
📍 New Delhi