ServiceNow Senior Architect / Business Analyst

Who We Are At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive. The Role Architects and Business Analysts are the key link between Kyndryl and our clients. You will work closely with business stakeholders, governance teams, project executives, and delivery teams to understand business challenges, define requirements, and translate them into scalable ServiceNow solutions. From project inception through successful delivery, you will help shape the vision, roadmap, and implementation strategy while ensuring outcomes are delivered on time and within budget. What you will do In this role, you will combine business consulting, process analysis, and technical leadership. You will facilitate workshops, gather and document business requirements, analyse current and future-state processes, and create functional and solution designs that align with client objectives. Acting as a trusted advisor, you will bridge the gap between business and technical teams, ensuring stakeholders clearly understand the value and capabilities of the ServiceNow platform. • Collaborate with clients to understand business needs, challenges, and strategic objectives. • Conduct discovery sessions, stakeholder workshops, and requirement-gathering activities. • Translate business requirements into user stories, process flows, solution designs, and implementation roadmaps. • Define and recommend ServiceNow best practices, platform capabilities, and automation opportunities. • Lead solution design and architecture discussions while ensuring alignment with enterprise standards. • Partner with development, testing, and delivery teams throughout the implementation lifecycle. • Provide thought leadership on modules such as ITSM, ITOM, HRSD, HAM, SAM, SPM, CSM, and emerging ServiceNow capabilities including AI and automation. At Kyndryl, you will have the opportunity to work across diverse industries, clients, and cloud platforms while collaborating with global subject matter experts. You will continuously expand your expertise, influence strategic client decisions, and play a key role in delivering innovative ServiceNow solutions that drive measurable business value and exceptional client experiences. One of the benefits of Kyndryl is that we work with clients in a variety of industries, from banking to retail. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here. You’ll also get the chance to share your expertise by recommending modernization options, identifying new business opportunities, and cultivating relationships with other teams and stakeholders. Does the work get challenging at times? Yes! But you’ll collaborate with a diverse group of talented people and gain invaluable management and organizational skills, which will come in handy as you move forward in your career. Your Future at Kyndryl The career path ahead is full of exciting opportunities to grow and advance within the job family. With dedication and hard work, you can climb the ladder to higher bands, achieving coveted positions such as Principal Engineer or Vice President of Software. These roles not only offer the chance to inspire and innovate but also bring with them a sense of pride and accomplishment for having reached the pinnacle of your career in the software industry. Who You Are You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others. Required Skills and Knowledge • With 10 to 12 years of ServiceNow experience as architect with ServiceNow CTA certification and Graduation/Post-Graduation in Computer Science, Engineering, or a related field is necessary • A proven track record of delivering complex technology projects on the ServiceNow platform on time and on budget as a Architect. • Proficient in data model design including design of entity relationships, data flows and conceptual and logical data models, data dictionaries. • Proficiency in data modelling/migration/integration, data privacy and security regulations, Common Service Data Model (CSDM), SQL stored procedures and indexing, performance analytics, and designing dashboards, and reports. • Strong expertise in scripting on the ServiceNow platform using JavaScript, CSS and Angular JS: Flows, Business Rules, Client Scripts, UI Actions, Widgets and UI Pages. • Deep understanding of the key technologies relevant to the ServiceNow integration solutions including: Integration Hub, SSO, Web Services, LDAP, JDBC, etc. Strong understanding of the ServiceNow platform and its functionalities. • In-depth knowledge of performance tuning in ServiceNow, ability to troubleshoot and identify bottlenecks, establish RCA for system performance issues, and experience in improving overall system performance. • An excellent communicator with the ability to talk on a process level with clients and manage the direction of a distributed development team. Project management and problem-solving expertise. • Business acumen and ability to translate business needs into technical solutions. Adaptability and willingness to learn new technologies. Preferred Skills and Knowledge • CTA Certification preferred. • 3+ years of experience with AI/ML and Generative AI