Service Now Architect- Senior Manager

Industry/Sector

Specialism

Management Level

Job Description & Summary

The Opportunity

When you join PwC Acceleration Centers (ACs) you step into a pivotal role focused on actively supporting various Acceleration Center services from Advisory to Assurance Tax and Business our innovative hubs youll engage in challenging projects and provide distinctive services to support client engagements through enhanced quality and innovation. Youll also participate in dynamic and digitally enabled training that is designed to grow your technical and professional skills.

As part of the ServiceNow practice you will lead enterprise-scale digital transformation programs leveraging the ServiceNow platform including modern AI capabilities. As a Senior Manager you will architect scalable solutions guide complex implementations and partner with senior client leaders to drive platform strategy and automation. This role provides the opportunity to mentor cross-functional teams and drive pre-sales engagements contributing to the growth and success of the practice.

Responsibilities

- Lead digital transformation programs using the ServiceNow platform

- Architect scalable solutions to meet enterprise needs

- Guide complex implementations and achieve project success

- Collaborate with senior client leaders to drive platform strategy

- Mentor cross-functional teams to enhance capabilities

- Drive pre-sales engagements to support practice growth

- Evaluate modern AI capabilities for integration into solutions

- Maintain alignment of implementations with client objectives

What You Must Have

- Bachelors Degree

- 12 years of IT consulting experience with 810 years in ServiceNow delivery and architecture

- Oral and written proficiency in English required

What Sets You Apart

- Bachelors or Masters degree in Computer Science Engineering Information Technology or related field

- Certified System Administrator (CSA) certification preferred

- Leading enterprise-scale digital transformation programs

- Architecting scalable ServiceNow solutions

- Designing AI-powered workflows and automation

- Managing complex ServiceNow programs and client engagements

- Mentoring teams in modern ServiceNow capabilities

- Driving pre-sales engagements and AI-enabled solutioning

- Delivering GenAI or machine-learning solutions outside of ServiceNow a plus

Line of Service: Advisory Acceleration Center Experience: 12-15 Years Location: Bengaluru / Hyderabad Organization: PwC Acceleration Center Bengaluru

Summary

As a Senior Manager in PwCs ServiceNow practice you will lead enterprise-scale digital transformation programs leveraging the full power of the ServiceNow platform including modern AI capabilities such as ServiceNow GenAI Predictive Intelligence Virtual Agent Automation Engine and AI-powered workflow optimization. With 12 years of experience you will architect scalable solutions guide complex implementations and partner with senior client leaders to drive platform strategy automation and AI-enabled service experience improvements.

Responsibilities: Client Delivery & Architecture

Architect and lead the delivery of multi-tower ServiceNow solutions across ITSM ITOM HRSD CSM FSM SPM and custom applications.

Design AI-powered workflows leveraging: o ServiceNow GenAI for summarization natural language understanding and content generation o Predictive Intelligence for clustering classification and next-best-action recommendations o Virtual Agent NLU for conversational automation o Automation Engine (RPA Integration Hub) for end-to-end process automation o Performance Analytics to build data-driven dashboards and insights

Develop platform blueprints including integration strategy CMDB/CI modeling data architecture governance and security.

Oversee end-to-end delivery from requirements and design through deployment and hypercare.

Ensure architecture alignment with ServiceNow AI best practices and PwC quality standards. Engagement Management

Manage multiple complex ServiceNow programs and ensure delivery outcomes across scope schedule financials and risk.

Lead solution planning resource modeling and quality assurance activities.

Drive client conversations and maintain executive-level engagement and satisfaction.

Support SOW creation estimation and governance processes. Stakeholder Management & Advisory

Advise Service Management leaders and enterprise architects on AI-enabled operating models and ServiceNow transformation strategies.

Conduct workshops platform visioning maturity assessments and roadmap planning with AI adoption in mind.

Translate complex technical designsincluding AI training data ML models NLU intents and automation frameworksinto business-aligned discussions. Team Leadership & Development

Lead cross-functional delivery teams including architects developers AI specialists business analysts testers and offshore teams.

Mentor teams in modern ServiceNow capabilities including GenAI use cases predictive modeling and automation best practices.

Support practice development through knowledge sharing reusable asset creation and thought leadership. Business Development

Drive pre-sales engagements including AI-enabled solutioning demos and proof-of-concepts.

Contribute to pursuits proposals account strategy and PwC points of view on AI-led workflow transformation.

Develop and promote industry-aligned use cases that incorporate ServiceNows latest AI features. Required Skills & Experience

12 years of IT consulting experience with 810 years in ServiceNow delivery and architecture.

Proven experience architecting ServiceNow solutions that incorporate: o GenAI capabilities (Now Assist AI Search content summarization knowledge generation) o Predictive Intelligence (classification similarity clustering models) o Virtual Agent with NLU (intent models conversational design) o Automation Engine / Integration Hub / RPA technologies o Data-driven insights using Performance Analytics or custom analytics models

Deep knowledge of ServiceNow design scripting (JavaScript) advanced integrations (REST/SOAP OAuth) CMDB modeling and platform governance.

Strong background in designing scalable secure and AI-optimized ServiceNow architectures.

Experience leading large enterprise implementations with globally distributed teams.

Proficiency with Agile/SAFe methodologies and CI/CD pipelines for ServiceNow.

Excellent communication storytelling and executive stakeholder management. Qualifications:

Bachelors or Masters degree in Computer Science Engineering Information Technology or related field.

ServiceNow certifications such as: o Certified System Administrator (CSA) Mandatory o CIS (ITSM/ITOM/HRSD/CSM/SPMetc.) o Certified Application Developer (CAD) o GenAI / AI-related ServiceNow accreditations o Certified Technical Architect (CTA) highly preferred

Experience delivering GenAI or machine-learning solutions outside of ServiceNow a plus.

Knowledge of ITIL COBIT enterprise architecture integration patterns and cloud ecosystems.

Travel Requirements

Job Posting End Date