Associate Director - ServiceNow Architect

Job Description

Position Overview

The ideal candidate will bring:

• Deep technical expertise
• Strong consulting acumen
• Proven experience implementing large-scale digital service management transformations

The candidate should have:

• 12+ 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 IntegrationHub

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 12 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

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Must-Have Skills

• ServiceNow
• RFP Strategy and Creation

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Additional Information

Salary Range: $185K - $202K Gross (base+bonuses) + standard Nagarro Benefits

Disclaimer: Nagarro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will be afforded equal employment opportunities without discrimination based on race, creed, color, national origin, sex, age, disability, or marital status.