Role Overview :

We are looking for an experienced ServiceNow CSM Portal Functional Architect with strong expertise in ServiceNow Customer Service Management (CSM), Agent Workspace, portal solutions, and platform customisation. The role involves designing and implementing functional solutions, providing technical guidance, managing integrations, resolving production issues, and driving platform enhancements.

Responsibilities :

- Design and implement ServiceNow CSM and portal solutions aligned with business requirements.

- Provide functional and technical solutions for business requirements, ensuring effective platform configuration and customisation.

- Work on ServiceNow applications, modules, integrations, and enhancements.

- Configure and customise CSM, Agent Workspace, Flow Designer, SLAs, and related platform capabilities.

- Work on CMDB, data loads, and data management activities.

- Troubleshoot production issues, debug performance problems, and implement appropriate fixes.

- Collaborate with Product Owners to manage deliverables, prioritise tasks, and ensure timely execution.

- Prepare release runbooks and coordinate deployment and release activities.

- Participate in ServiceNow upgrades and platform enhancements.

- Mentor team members and provide technical guidance to improve team capabilities.

- Leverage ServiceNow's latest platform features and GenAI capabilities to identify improvement opportunities.

Requirements :

- 10+ years of overall IT experience, including at least 8 years of relevant ServiceNow experience.

- Strong hands-on experience with ServiceNow CSM and portal solutions.

- Good understanding and practical experience with Agent Workspace.

- Proficiency in ServiceNow scripting, customisation, and platform best practices.

- Experience with CMDB, data loads, and data management.

- Hands-on experience with Flow Designer and SLA configuration.

- Strong understanding of ServiceNow ITSM, integrations, solution design, and implementation.

- Knowledge of the latest ServiceNow platform versions and GenAI capabilities.

- Experience in production support, performance troubleshooting, release management, and platform upgrades.

- Ability to provide technical guidance, mentor teams, and coordinate with Product Owners and stakeholders.

- ServiceNow certifications such as CSA, CAD, and CIS-CSM are preferred.