Associate Director - ServiceNow Technical Architect
Position Overview
Nagarro is seeking an accomplished ServiceNow Architect to lead the design, architecture, and delivery of enterprise-grade ServiceNow solutions across ITSM, ITAM, ITOM, HAM, SAM, and other modules.
The ideal candidate will bring:
- Deep technical expertise
- Strong consulting acumen
- Proven experience implementing large-scale digital service management transformations
The candidate should have:
- 14+ years of total industry experience
- 4+ years of experience on the ServiceNow platform
- Strategic thinking with a pragmatic, delivery-focused mindset
- Strong analytical, problem-solving, and decision-making abilities
- Proven leadership, mentoring, and team enablement capabilities
- A client-centric approach
- Excellent written and verbal communication skills
Key Responsibilities
- Lead end-to-end solution architecture for ServiceNow implementations spanning ITSM, ITOM, ITAM, HAM, SAM modules
- Translate business requirements into scalable, maintainable, and secure ServiceNow designs aligned with platform best practices and Now Create methodology.
- Define technical roadmaps, reference architectures, integration patterns and data models for enterprise deployments
- Govern platform health, upgrade strategy, technical debt reduction, and adherence to ServiceNow Technical Best Practices (TBPs)
- Architect integrations with ERP systems, HRIS platforms, monitoring tools, CMDB sources, discovery tools, third-party systems using REST, SOAP, MID Server, and Integration Hub
- Drive CMDB design, CSDM alignment, Service mapping, Discovery, and Event management within ITOM
- Design hardware and software asset lifecycle workflows, Normalization, Reconciliation, License compliance, and SAM Pro publisher packs
- Provide technical leadership to Developers, Business Analysts, and Administrators
- Conduct design reviews and code quality audits
- Partner with clients and stakeholders to present architectural decisions, trade-offs, and value realization outcomes
- Mentor delivery teams and contribute to pre-sales activities, solution estimation, RFP responses, and capability building
- Ensure compliance with security standards, data privacy requirements, and performance standards across all platform engagements
Qualifications
- Minimum 14 years of total IT industry experience
- At least 4 years of hands-on ServiceNow platform experience
- Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or related discipline
- Strong command of ServiceNow ITSM, ITOM, ITAM, HAM, SAM modules including configuration, customization, and platform governance
- AI Proficiency: Experience with ServiceNow’s AI toolset, ability to design and govern AI-augmented workflows, and ability to translate AI capabilities into executive-ready business outcomes
Technical Skills
- Proficiency in JavaScript, Glide APIs, Flow Designer, IntegrationHub, Scripted REST APIs, UI Policies, Business Rules, ACLs, and Performance tuning
- CMDB and CSDM : Deep understanding of CMDB design, Common Service Data Model (CSDM), Discovery, Service mapping, and Data integrity management
- Architecture : Demonstrated experience designing enterprise-scale, multi-domain ServiceNow solutions leading complex implementations through the full delivery lifecycle
Consulting and Communication
- Strong stakeholder management skills
- Workshop facilitation expertise
- Ability to articulate complex technical concepts to business audiences
Preferred Certifications
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist – ITSM
- ServiceNow Certified Implementation Specialist – ITOM
- ServiceNow Certified Implementation Specialist – HAM / SAM
- ServiceNow Certified Application Developer (CAD)
- ServiceNow Certified Technical Architect (CTA)
- ServiceNow Certified Implementation Specialist – CMDB and CSDM
Must-Have Skills
- ServiceNow
Good-to-Have Skills
Public