ServiceNow Engagement Architects

NTT DATA Services•Plano, TX

22h

About The Position

The ServiceNow Engagement Architect (EA) serves as the end-to-end technical and delivery leader for ServiceNow client engagements, bridging solution architecture, commercial solutioning, and hands-on delivery execution. The EA owns the technical vision from early PreSales through implementation, stabilization, and expansion. The role maintains continuity across the client lifecycle by shaping opportunities, developing proposed solutions and delivery approaches, contributing to Statements of Work, and then serving as the senior technical and delivery authority during engagements. During implementation, the EA provides architectural leadership and agile delivery management, leads sprint planning, governs solution and design decisions, manages technical risks and dependencies, and ensures alignment with ServiceNow out-of-the-box capabilities and leading practices. After delivery, the EA identifies expansion opportunities and supports subsequent phases before rotating into PreSales and architecture activities for other clients. The position is based in Plano, Texas. Work arrangements may be remote or hybrid where available, but are subject to change based on client requirements; in-office attendance may be required for meetings or events depending on business needs.

Requirements

Extensive experience delivering enterprise ServiceNow implementations.
Strong ServiceNow solution architecture and technical design experience.
Experience leading complex, multi-workstream ServiceNow engagements.
Demonstrated experience with PreSales discovery, solutioning, estimating, proposals, and Statement of Work development.
Strong knowledge of ServiceNow platform architecture, configuration, integration patterns, data models, security, and development practices.
Experience leading Agile/Scrum delivery teams and managing sprint-based implementations.
Ability to translate business requirements into scalable ServiceNow solutions.
Strong understanding of delivery economics, including scope, estimates, staffing, utilization, budget, and change control.
Experience communicating with client executives, platform owners, architects, product owners, and technical delivery teams.
Strong facilitation, negotiation, problem-solving, and decision-making skills.

Nice To Haves

Certified System Administrator (CSA).
Certified Implementation Specialist (CIS) certification aligned to the primary solution area.
Certified Application Developer (CAD).
Certified Technical Architect (CTA) or equivalent advanced architecture experience.
ServiceNow sales, PreSales, or implementation accreditations relevant to the engagement portfolio.

Responsibilities

Lead technical discovery and solutioning during the PreSales lifecycle.
Translate client business objectives and requirements into a ServiceNow solution architecture and delivery approach.
Define solution scope, assumptions, dependencies, integrations, technical requirements, and delivery considerations.
Develop solution estimates, staffing assumptions, timelines, and implementation approaches.
Contribute to proposal development, presentations, demonstrations, and client solution workshops, and serve as a technical authority in client discussions throughout the sales cycle.
Partner with Sales and delivery leadership to ensure proposed solutions are technically achievable and commercially deliverable.
Help develop and validate Statements of Work, including scope, deliverables, assumptions, dependencies, acceptance criteria, and delivery responsibilities.
Validate estimates and staffing models against solution complexity; identify technical and delivery risks before contract execution; and establish architectural guardrails and delivery principles.
Serve as the primary technical point of contact for clients and own and govern the overall ServiceNow solution architecture.
Lead architecture, design, integration, and technical decision-making throughout engagements.
Promote configuration over customization and maximize use of ServiceNow out-of-the-box capabilities.
Ensure scalability, maintainability, security, upgradeability, and platform performance; govern integrations, data architecture, development standards, and technical debt.
Facilitate technical design reviews and resolve complex platform issues and architectural conflicts.
Translate contractual scope and solution architecture into an executable implementation backlog.
Lead or participate in sprint planning, backlog refinement, daily delivery coordination, demonstrations, and retrospectives.
Maintain alignment between requirements, stories, solution design, and contracted deliverables.
Monitor scope, schedule, budget, resource utilization, dependencies, risks, and impediments, and drive resolution of issues affecting delivery commitments.
Coordinate with Business Process Consultants, Developers, Technical Consultants, QA, Integration resources, and client Product Owners.
Balance architectural quality with schedule, budget, and practical delivery considerations.
Build trusted-advisor relationships with client technical and business leadership and communicate technical issues and decisions in clear business terms.
Lead architecture and solution governance discussions and manage client expectations regarding scope, complexity, platform capabilities, and technical trade-offs.
Escalate material technical, scope, schedule, or delivery risks and ensure key decisions, risks, assumptions, and dependencies are documented and communicated.
Identify additional use cases and platform capabilities that can deliver client value, including subsequent phases, new workflows, additional ServiceNow products, integrations, and optimization initiatives.
Translate implementation experience into expansion recommendations; participate in roadmap and future-state planning; and support follow-on proposals and Statements of Work.
Transition between delivery and PreSales assignments while maintaining strong billable utilization.