Technical Architect - ServiceNow (CSM, Integration & AI)

Department: ServiceNow Practice - Solution Architecture
Location: Bangalore & Gurgaon

Preferably looking for immediate joiners

Experience Required: 12 - 15+ years (minimum 5 years in a ServiceNow architecture role)
Role Summary
The Technical Architect owns the end-to-end solution architecture across CSM, Integration, and AI capabilities for the engagement, ensuring design consistency, scalability, and alignment with the client's broader technology landscape. This role sets technical direction for multiple workstreams, governs architectural decisions, and acts as the senior-most technical point of contact for the client.

Key Responsibilities
• Define and own the overall solution architecture spanning CSM, Integration, and AI, ensuring coherence across workstreams and modules (CSM, FSM, ITSM, ITAM).
• Set integration architecture standards: patterns, middleware choices, data flow governance, and security posture across all system touchpoints.
• Define the AI/intelligent automation roadmap:



which use cases justify Virtual Agent, Predictive Intelligence, Now Assist, or custom GenAI integration, and in what sequence.
• Lead architecture review boards and design walkthroughs with client technical leadership and enterprise architecture teams.
• Own non-functional requirements: performance, scalability, data retention, security, and compliance (including audit considerations for regulated engagements).
• Provide technical oversight and mentoring to Technology Leads across workstreams; resolve cross-workstream design conflicts.
• Support pre-sales and solutioning efforts: scope estimation, technical risk assessment, and proposal architecture content.
• Own the technical governance of platform upgrades, OOB vs. custom-build decisions, and technical debt management.
• Represent the engagement's technical standing in steering committee and leadership reviews.

Required Skills & Expertise
ServiceNow Customer Service Ma

📌 Technical Architect (Bengaluru)
🏢 Prodapt
📍 Bengaluru