ServiceNow Architect - CSM Implementation

WorkMode : Work From Home

Experience : 11+ years

Job Summary :

We are looking for an experienced ServiceNow CSM Architect to lead the architecture, design, and governance of Customer Service Management (CSM) solutions on the ServiceNow platform.

This role will be responsible for defining scalable architecture, aligning business needs with platform capabilities, and driving end-to-end solution excellence.

Key Responsibilities :

- Lead solution design workshops and translate business requirements into technical solutions

- Architect scalable, secure, and high-performance CSM solutions

- Provide technical leadership across multiple projects and teams

- Establish best practices, design standards, and governance frameworks

- Oversee integrations with external systems using REST/SOAP, middleware, and APIs

- Guide technical leads and developers; review solution designs and code

- Ensure platform optimization, performance tuning, and upgrade readiness

- Collaborate with enterprise architects, stakeholders, and leadership teams

- Drive innovation using ServiceNow capabilities (AI, automation, self-service, etc.)

Required Skills & Qualifications :

- Strong expertise in ServiceNow CSM module (Case Management, Omnichannel, Portal, Knowledge, etc.)

- Deep understanding of ServiceNow architecture, data model, and platform capabilities

- Hands-on experience with JavaScript, Glide API, Flow Designer, IntegrationHub

- Strong experience in system integrations (REST, SOAP, APIs, middleware)

- Experience designing enterprise-scale solutions

- Excellent stakeholder management and communication skills

Preferred Qualifications :

- ServiceNow Certified Implementation Specialist CSM

- ServiceNow Certified Application Architect or System Architect

- Experience across multiple ServiceNow modules (ITSM, ITOM, HRSD, etc.)

- Exposure to UI Builder, Service Portal, and Now Experience

Key Competencies :

- Strategic planning and decision-making

- Leadership and mentoring

- Stakeholder engagement

- Problem-solving and innovation