Location : Mohali, India | Work Mode : Full-time, On-site | Shift : 4 PM 1 AM | Budget : ?30 LPA

About the Role :

We are seeking an experienced ServiceNow Architect with deep expertise in Customer Service Management (CSM), specifically across Pre-Sales and Post-Sales lifecycle modules. You will lead the design and implementation of scalable ServiceNow architectures that streamline the entire customer journeyfrom lead capture and onboarding to contract management, case resolution, and renewals.

This role requires strong technical depth, architectural vision, and hands-on experience across multiple ServiceNow applications. You will collaborate with leadership, clients, and delivery teams to drive innovation in customer experience.

Key Responsibilities :

Architecture & Design :

- Lead the architecture and high-level design of ServiceNow CSM Pre-Sales and Post-Sales modules.

- Pre-Sales : Lead/Opportunity Management integration, Customer Onboarding, Entitlement Management.

- Post-Sales : Case Management, Knowledge Management, Contract/SLM, Field Service, Renewals.

- Design integrations with CRM systems (Salesforce, MS Dynamics) for seamless pre-sales to post-sales transitions.

- Ensure architecture aligns with enterprise standards, scalability, and compliance.

Pre-Sales Enablement :

- Collaborate with sales and solution teams to showcase CSM capabilities to clients.

- Translate business requirements into solution blueprints across the customer lifecycle.

- Develop prototypes, architecture diagrams, and effort estimates for both pre- and post-sales scenarios.

Post-Sales Delivery :

- Oversee CSM module implementations focusing on customer experience and service quality.

- Guide delivery teams on workflows, data models, integrations, and security design.

- Serve as an escalation point for complex technical issues during post-sales delivery.

Collaboration & Leadership :

- Partner with client architects, technical leads, and cross-functional teams.

- Provide thought leadership in designing end-to-end customer engagement workflows.

- Mentor developers and junior architects, building strong CSM capability within the team.

Qualifications & Skills :

Experience : 8+ years in ServiceNow, with at least 3+ years as an Architect.

Technical Expertise :

- Strong hands-on experience in ServiceNow CSM (Pre-Sales & Post-Sales lifecycle).

- Expertise in ServiceNow architecture, data modeling, Flow Designer, IntegrationHub, REST/SOAP integrations.

- Experience with other SN modules (ITSM, ITOM, HRSD, FSM) is a plus.

Certifications (preferred/must-have) :

- ServiceNow Certified Technical Architect (CTA) or equivalent experience.

- Certified Implementation Specialist - CSM (CIS-CSM).

- ServiceNow CSA (System Administrator).

- Relevant micro-certifications (e.g., Customer Service Management, IntegrationHub).

Soft Skills : Strong communication, consulting, and stakeholder management skills; ability to bridge business requirements with technical execution.

Education : Degree in Computer Science, Engineering, or related field