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 Management (CSM)

- Enterprise-level CSM architecture: multi-brand/multi-entity case management, complex entitlement models
- Architectural decisions on CSM-FSM-ITSM-ITAM integration points and shared data models (e.g., CSDM alignment)
- Scalability and performance considerations for high-volume case/consumer data
- Governance of playbook, Advanced Work Assignment, and Major Issue Management design patterns at scale
- Experience architecting CSM for regulated or high-compliance industries

Integration

- Enterprise integration architecture: eBonding, ESB/middleware strategy, Integration Hub vs. custom build decisions
- Data governance across integrated systems: master data ownership, reconciliation, and conflict resolution strategy
- Security architecture for integrations: zero-trust considerations, API gateway strategy, MID Server topology at scale
- Experience architecting integrations across 5+ external systems in a single engagement




- Familiarity with TM Forum Open APIs and telecom-specific integration standards, where applicable

AI / Intelligent Automation

- Enterprise AI adoption strategy: sequencing Virtual Agent, Predictive Intelligence, AI Search, and Now Assist across the platform roadmap
- Architectural guardrails for generative AI features: data boundaries, hallucination risk, human-in-the-loop design
- Evaluating build-vs-buy decisions for AI capabilities (OOB Now Assist vs. custom LLM integration)
- Advising leadership on responsible-AI governance, data privacy, and regulatory considerations for AI-driven features
- Experience presenting AI roadmap and ROI narratives to client executive stakeholders

Preferred / Positive to Have

- ServiceNow Certified Technical Architect (CTA) certification
- Multiple CIS certifications across CSM, Integration, and other relevant modules
- Prior experience as a solution architect across a full ServiceNow program (not a single module)
- Experience in telecom, BFSI, or other regulated-industry ServiceNow architecture engagements
- Exposure to platform governance frameworks and technical debt/roadmap management at a program level

Educational Qualifications

- Bachelor's or Master's degree in Computer Science, Information Technology, or a related field
- ServiceNow Certified Technical Architect (CTA) certification required
- ServiceNow CIS-CSM certification required; additional CIS certifications strongly preferred

Interested candidates kindly share your resume to [email protected] with your updates resume.

📌 Technical Architect (Bengaluru)
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