Senior ServiceNow Technical Architect

Role Overview

Client is seeking a Senior ServiceNow Technical Architect with extensive expertise in Customer Service Management (CSM) to join our enterprise platform team. In this role, you will be responsible for defining, designing, and optimizing scalable, enterprise-grade ServiceNow CSM solutions that support our omni-channel customer service and operational workflows.

Key Responsibilities

• Solution Architecture & Design: Architect end-to-end ServiceNow CSM solutions, ensuring alignment with Best Buy’s enterprise architecture, security standards, and performance benchmarks.
• CSM Subject Matter Expertise: Lead technical discussions around Case Management, Omni-channel Integration, Agent Workspace, Customer Service Portals, and Knowledge Management.
• System Integration: Design and build complex, secure REST/SOAP integrations connecting ServiceNow to Best Buy’s back-end retail ecosystems, ERP, CRM, and third-party platforms.
• Platform Governance & Performance: Establish platform best practices, perform health checks, maintain instance health, and optimize instance performance across sub-production and production environments.
• Technical Leadership: Guide and mentor ServiceNow developers and administrators, oversee code reviews, and champion out-of-the-box (OOTB) configurations over custom code where applicable.
• Stakeholder Management: Collaborate with product managers, business leaders, and cross-functional teams to translate business requirements into efficient, technical roadmaps.