QBrainX - ServiceNow CSM Architect

Job title : ServiceNow CSM Architect

Experience level : 8 to 12 Years

Job location : Remote, India

Role Overview :

The ServiceNow CSM Architect is a key position responsible for designing and implementing robust solutions using the Customer Service Management (CSM) module. This role requires deep architectural expertise, client management skills, and hands-on development experience. Current project hands-on development is required in this role as well.

Key Responsibilities :

- Architectural Design : Lead the design and architecture of ServiceNow CSM solutions. Define system architecture, modules, integrations, and customizations tailored to the clients business needs.

- Client Engagement : Engage with clients to understand their requirements, propose solutions, and ensure alignment throughout the project lifecycle.

- Solutioning & Design : Architect complex ServiceNow CSM implementations, ensuring the solution is scalable, flexible, and optimized for performance.

- Hands-on Development : Be actively involved in the development phase, ensuring that the design is implemented as per the

defined architecture. Take part in hands-on development in current projects.

- Integration & Interoperability : Lead the design of integrations with external systems to ensure seamless data flow across

platforms.

- Client Handling & Communication : Effectively manage client relationships and communicate technical and functional solutions. Manage expectations around project timelines, scope, and deliverables.

- Mentorship : Provide guidance and mentorship to the team and ensure the adoption of best practices across the project.

Required Skills & Qualifications :

- Proven experience in ServiceNow CSM module implementation and architectural design.

- Hands-on experience in ServiceNow development (JavaScript, Business Rules, UI Actions, Client Scripts).

- Strong experience with ServiceNow integrations (REST, SOAP, MID Server, etc.).

- Extensive client-facing experience, with a proven ability to handle client relationships.

- Hands-on involvement in current ServiceNow development projects.

- Strong solutioning and architectural skills.

- Excellent communication skills to manage both clients and internal teams effectively.

- Ability to troubleshoot complex issues and design efficient solutions.