We are looking for an experienced ServiceNow Solution Architect – CSM to lead the design, architecture, and implementation of scalable ServiceNow solutions focused on Customer Service Management (CSM) and related platform capabilities. This role will be responsible for architecting end-to-end customer service workflows, ensuring platform stability, driving integration and automation initiatives, and guiding development teams on best practices across the ServiceNow ecosystem.
The ideal candidate should have strong expertise in ServiceNow CSM architecture, ITSM, CMDB/CSDM, platform administration, integrations, and solution governance, along with the ability to work closely with both technical and business stakeholders.
Job Description
• Architect and own end-to-end ServiceNow CSM solutions across customer
operations, case management, and service delivery
• Strong expertise in CSM core architecture: Accounts, Contacts, Consumers,
Cases, Entitlements, SLAs, Interactions, and Task relationships
• Design and manage Sold Products, Product Models, and Installed Base Items,
including lifecycle and case linkage
• Deep understanding of ITSM vs CSM architecture, process boundaries, data
models, and customer-centric design
• Implement and optimize Advanced Work Assignment (AWA) for skill-based and
omnichannel routing
• Apply Task Intelligence / Predictive Intelligence for classification, assignment,
and automation
• Act as ServiceNow Platform Architect/Admin, ensuring platform stability,
scalability, and upgrade readiness
• Enforce configuration-over-customization and ServiceNow best practices for
maintainable solutions
• Expertise in Domain Separation for multi-tenant or multi-customer environments
• Design and govern integrations using REST, SOAP, Integration Hub, MID Server,
OAuth
• Strong knowledge of security, ACLs, data access, and performance optimization
• Lead technical design, reviews, and solution governance across CSM
implementations
• Mentor teams and provide architectural guidance throughout delivery lifecycle
Mandatory Skills
Servicenow Solution Architect, CSM, Servicenow Developer, ITSM, CMDB & CSDM
framework, REST integrations (OAuth, JWT, API security), CI/CD pipelines, REST / SOAP
APIs
Roles & Responsibilities
Work closely with our IT and business partners to configure and improve core platform
capabilities in accordance with ITIL best practices.
Monitor health, usage and overall compliance of ServiceNow and its applications.
Coordinate application and platform upgrades.
Build and maintain internal technical documentation, manuals, policies, and processes.
Analyze, troubleshoot and resolve complex software application related problems.
Develop systems integrations and process automation.
Participate in workflow development / release activities as needed.
Participate in unit, system, integration and user acceptance testing activities.
Responsible for 24x7 on-call support for customer impacting production problems.
Act as a technical liaison with software vendors
Ensure adherence to security standards
Respond to user tickets in the ticket queue and participate in administration activities to
manage the rest of our application portfolio.
Participate in strategy and roadmap sessions
Communicate effectively, both orally and in writing and to translate technical terminology
into terms understandable to non-technical employees
Servicenow Solution Architect, CSM, Servicenow Developer, ITSM, CMDB & CSDM
framework, REST integrations (OAuth, JWT, API security), CI/CD pipelines, REST / SOAP
APIs