Role : ServiceNow Architect (CSM Specialist)

Location : [Insert Location/Remote/Hybrid]

Experience Level : 8 - 12 Years

Employment Type : Full-Time

The Opportunity

Are you a ServiceNow visionary who thrives at the intersection of customer experience and technical excellence? We are looking for a ServiceNow Architect with deep expertise in Customer Service Management (CSM) to lead the design and evolution of our enterprise platform.

In this role, you won't just manage a tool; you will own the end-to-end architectural vision, ensuring our platform is scalable, secure, and built on a "configuration-first" philosophy. From Advanced Work Assignment to Predictive Intelligence, you will be the driving force behind a world-class service delivery engine.

Key Responsibilities

- Architectural Leadership : Own the end-to-end CSM solution architecture, covering Accounts, Contacts, Entitlements, and the full lifecycle of Sold Products and Installed Base Items.

- Platform Governance : Act as the Lead Architect/Admin to ensure platform stability, performance optimization, and seamless upgrade readiness.

- Strategic Integration : Design and govern complex integrations using Integration Hub, REST/SOAP, and MID Servers, while maintaining strict security via OAuth and JWT.

- Innovation & Automation : Implement Task Intelligence/Predictive Intelligence for smart classification and AWA for omnichannel, skill-based routing.

- Technical Mentorship : Lead technical design reviews, enforce CSDM frameworks, and mentor development teams through the delivery lifecycle.

- Operations & Support : Coordinate platform upgrades, manage 24x7 on-call support for critical production issues, and translate complex technical roadmaps for non-technical stakeholders.

Required Skills & Qualifications :

- Experience : 8 - 12 years of core ServiceNow experience, with a proven track record as a Solution Architect.

- CSM Mastery : Deep expertise in CSM core architecture and a clear understanding of the boundaries between ITSM and CSM data models.

- Technical Depth : Proficiency in Domain Separation, CI/CD pipelines, and API security.

- Frameworks : Strong grasp of CMDB & CSDM frameworks and ITIL best practices.

- Best Practices : A "configuration-over-customization" mindset with experience in multi-tenant environments.

Why Join Us ?

You will be joining a forward-thinking team where your architectural decisions directly impact our global service delivery. We value clean code, maintainable systems, and the kind of creative problem-solving that turns "impossible" requirements into elegant solutions.