Associate Director - ServiceNow Technical Architect

We are a Digital Product Engineering company scaling globally. We build products, services, and experiences that inspire, excite, and delight, working at scale across all devices and digital mediums. Our culture is dynamic and non-hierarchical, with 18,000+ experts across 37 countries.

About the role

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, and proven experience implementing large-scale digital service management transformations.

Responsibilities

• Lead end-to-end solution architecture for ServiceNow implementations spanning ITSM, ITOM, ITAM, HAM, and 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, and 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.

Requirements

• 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.
• Strategic thinking with a pragmatic, delivery-focused mindset.
• Strong analytical, problem-solving, and decision-making abilities.
• Proven leadership, mentoring, and team enablement capabilities.
• Client-centric approach with excellent written and verbal communication skills.

Skills

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.

AI Proficiency

• Experience with ServiceNow’s AI toolset, ability to design and govern AI-augmented workflows, and translate AI capabilities into executive-ready business outcomes.

Consulting and Communication

• Strong stakeholder management skills.
• Workshop facilitation expertise.
• Ability to articulate complex technical concepts to business audiences.

Qualifications

• 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 Sector – General Experience.