ServiceNow - AI Technical Architect

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.
• Strong 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.