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 robust 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.
Robust 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 (India)
🏢 NTT DATA Business Solutions
📍 India