Associate Director - ServiceNow Architect

Company Description
We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (18000+ experts across 37 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!
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:
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
Top of Form
Must-Have Skills
ServiceNow
RFP Strategy and Creation
Good-to-Have Skills
Public Sector – General Experience Bottom of Form
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.