ServiceNow CSM Architect

ServiceNow CSM Architect

Job Overview

We are looking for an experienced ServiceNow CSM Architect with strong expertise in ServiceNow Customer Service Management (CSM) and enterprise ServiceNow implementations.

The ideal candidate should have a strong understanding of ServiceNow CSM architecture, platform capabilities, system integrations, and customer service workflows.

The consultant will be responsible for designing scalable ServiceNow CSM solutions, guiding technical implementations, and collaborating with business stakeholders and development teams to deliver effective customer service management solutions.

Key Responsibilities

• Design and architect ServiceNow Customer Service Management (CSM) solutions aligned with business requirements.
  

• Define solution architecture, technical design, and platform implementation approaches.
  

• Lead the design and configuration of ServiceNow CSM capabilities and workflows.
  

• Work with stakeholders to understand customer service processes and translate business requirements into technical solutions.
  

• Provide architectural guidance to ServiceNow developers and implementation teams.
  

• Support integrations between ServiceNow CSM and other enterprise applications.
  

• Review solution designs to ensure scalability, maintainability, and platform alignment.
  

• Identify opportunities to improve customer service workflows, automation, and operational efficiency.
  

• Support technical troubleshooting, issue resolution, and platform enhancements.
  

• Collaborate with functional consultants, developers, administrators, and business teams.
  

• Maintain technical documentation and architectural design records.
  

• Ensure solutions follow ServiceNow implementation best practices.
  

Work Arrangement

• Location: Remote – India
  

• Work Mode: Fully Remote
  

• Contract Duration: 6 Months
  

• BGV/Compliance: Required
  

• Shift Timing: Not Specified
  

Requirements

Required Skills & Experience

• 8+ years of total and relevant experience in ServiceNow, with strong exposure to Customer Service Management (CSM).
  

• Strong understanding of ServiceNow CSM architecture, platform capabilities, and configuration.
  

• Experience designing and implementing ServiceNow CSM solutions.
  

• Knowledge of customer service workflows, case management, and service delivery processes.
  

• Experience translating business requirements into scalable technical solutions.
  

• Understanding of ServiceNow platform configuration, automation, and integrations.
  

• Ability to define technical architecture and guide implementation teams.
  

• Experience collaborating with business stakeholders and technical teams.
  

• Strong analytical, problem-solving, and technical documentation skills.
  

• Excellent communication and stakeholder management capabilities.
  

Preferred Skills

• Experience with ServiceNow CSM integrations and enterprise applications.
  

• Knowledge of ServiceNow Flow Designer and workflow automation.
  

• Familiarity with ServiceNow ITSM and related platform modules.
  

• Experience in architecture reviews, technical governance, and solution optimization.
  

• Experience working on enterprise-scale ServiceNow implementations.
  

Additional Requirements

• Ability to work independently in a remote environment.
  

• Strong communication and coordination skills.
  

• Ability to guide development teams and work with cross-functional stakeholders.
  

Certifications

No mandatory certifications have been specified by the vendor.