NTT DATA seeks a skilled ServiceNow Technical Architect to join their team, offering a remote work arrangement with occasional travel. This pivotal role demands a blend of hands-on platform expertise and strategic client advisory. The ideal candidate will excel in configuring and developing across key ServiceNow modules while also contributing to pre-sales activities like proposal creation and Statement of Work (SOW) development.

As a trusted advisor, you will guide clients in optimizing their ServiceNow investments through strategic roadmaps, robust platform governance, and efficient process enhancements.

Spearhead the design and deployment of scalable Customer Service Management (CSM) solutions, ensuring alignment with enterprise architecture and industry best practices.

Leverage strong hands-on experience across core CSM modules, including Case Management, Knowledge Management, Entitlements, and Customer Onboarding.

Demonstrate deep understanding of CSM data models, case lifecycles, and customer workflows.

Architect and oversee real-time integrations with CRM, financial systems, and various third-party platforms.

Showcase proficiency in REST/SOAP APIs, IntegrationHub, MID Server, and integration workflows to ensure seamless data flow across diverse platforms.

Apply working knowledge of IT Service Management (ITSM) processes such as Incident, Problem, Change, and Service Catalog, mapped to ITIL standards.

A minimum of 8 years of overall ServiceNow experience is required, with a dedicated 4 years focused on CSM.

Possess a strong understanding of ServiceNow architecture, scripting, workflows, and integration capabilities, with at least 3 years of direct experience in this area.

Exhibit a proven ability to lead client workshops and effectively translate complex business processes into tangible technical solutions, supported by at least 2 years of relevant experience.

Mandatory CIS – CSM certification is required for this role.

Exceptional communication and stakeholder engagement skills are essential for success in this client-facing position.