ServiceNow Engagement Architects

Req ID: 395757 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a ServiceNow Engagement Architects to join our team in Plano, Texas (US-TX), United States (US).

ServiceNow Engagement Architect

Role Overview

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 the earliest stages of PreSales through implementation, stabilization, and expansion.

Unlike a traditional Solution Architect who may transition out after design, the Engagement Architect maintains continuity across the client lifecycle. The EA helps shape the opportunity, develops the proposed solution and delivery approach, contributes to the Statement of Work (SOW), and then transitions directly into the engagement as the senior technical and delivery authority.

During implementation, the EA combines architectural leadership with agile delivery management, leading sprint planning, governing solution and design decisions, managing technical risks and dependencies, and ensuring adherence to ServiceNow out-of-the-box (OOTB) capabilities and leading practices. Following successful delivery, the EA identifies expansion opportunities and supports subsequent phases before rotating into PreSales and architecture activities for additional clients.

Key Responsibilities

PreSales & Solution Design

• 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 directly to proposal development, presentations, demonstrations, and client solution workshops.
• Serve as a technical authority in client discussions throughout the sales cycle.
• Partner with Sales and delivery leadership to ensure the proposed solution is technically achievable and commercially deliverable.

Statement of Work & Engagement Definition

• Help develop and validate the SOW, ensuring scope, deliverables, assumptions, dependencies, acceptance criteria, and delivery responsibilities align with the proposed technical solution.
• Validate that estimates and staffing models appropriately reflect solution complexity.
• Identify technical and delivery risks before contract execution.
• Establish architectural guardrails and delivery principles that carry directly into implementation.

Architecture & Technical Leadership

• Serve as the primary technical point of contact for the client.
• Own and govern the overall ServiceNow solution architecture.
• Lead architecture, design, integration, and technical decision-making throughout the engagement.
• Promote configuration over customization and maximize use of ServiceNow OOTB 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.

Agile Delivery Leadership

• Translate the contractual scope and solution architecture into an executable implementation backlog.
• Lead or actively 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.
• Drive resolution of issues that could affect delivery commitments.
• Coordinate closely with Business Process Consultants, Developers, Technical Consultants, QA, Integration resources, and client Product Owners.
• Balance architectural quality with schedule, budget, and practical delivery considerations.

Client Leadership & Governance

• Build trusted-advisor relationships with client technical and business leadership.
• Communicate technical issues and decisions in clear business terms.
• Lead architecture and solution governance discussions.
• Manage client expectations regarding scope, complexity, platform capabilities, and technical trade-offs.
• Escalate material technical, scope, schedule, or delivery risks when appropriate.
• Ensure key decisions, risks, assumptions, and dependencies are documented and communicated.

Expansion & Account Growth

• Identify additional use cases and platform capabilities that can deliver value to the client.
• Recognize opportunities for subsequent phases, new workflows, additional ServiceNow products, integrations, or optimization initiatives.
• Translate implementation experience into practical expansion recommendations.
• Participate in roadmap and future-state planning with the client.
• Support development of follow-on proposals and SOWs.
• Transition between delivery and PreSales assignments while maintaining strong billable utilization.

Required Experience & Qualifications

• 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 SOW 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.

Preferred ServiceNow Credentials

• 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

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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