ServiceNow Architect

Job Description

We are looking for a highly experienced ServiceNow Architect with strong Customer Service Management (CSM) expertise to design, architect, and implement scalable ServiceNow solutions. The ideal candidate should have hands-on experience leading end-to-end CSM implementations and strong knowledge of the ServiceNow platform architecture.

Required Skills

• 12+ years of overall ServiceNow experience.
• Strong experience as a ServiceNow Architect / Technical Architect.
• Must have strong hands-on experience with ServiceNow Customer Service Management (CSM).
• Experience designing and implementing end-to-end CSM solutions.
• Strong knowledge of CSM Case Management, Customer/Contact/Account Management, Entitlements, SLAs, Knowledge Management, and Customer Service Workspace.
• Experience with CSM data model, case lifecycle, workflows, business rules, ACLs, and platform configuration.
• Strong experience with Flow Designer, IntegrationHub, Business Rules, Script Includes, Client Scripts, UI Policies, and REST/SOAP integrations.
• Strong JavaScript and ServiceNow scripting skills.
• Experience integrating ServiceNow CSM with CRM, ERP, CTI/CCaaS, and other enterprise applications.
• Experience with Service Portal, UI Builder, Workspaces, Virtual Agent, and Omnichannel.
• Knowledge of Advanced Work Assignment (AWA) and skills-based case routing.
• Strong understanding of ServiceNow architecture, scalability, performance, security, and upgrade best practices.
• Experience gathering requirements and translating business requirements into technical architecture and solutions.
• Ability to create HLD/LLD, architecture diagrams, technical documentation, and implementation plans.
• Experience working directly with business stakeholders, technical teams, and project leadership.
• Strong communication and problem-solving skills.

Preferred Qualifications

• ServiceNow CIS-CSM certification preferred.
• ServiceNow Certified Application Developer / System Administrator certification is a plus.
• Experience with ITSM, ITOM, FSM, IntegrationHub, CMDB/CSDM is a plus.
• Experience with Now Assist / AI capabilities for CSM is a plus.
• Experience leading large-scale ServiceNow implementations and modernization projects.

Key Responsibilities

• Lead the architecture and end-to-end design of ServiceNow CSM solutions.
• Analyze business requirements and develop scalable ServiceNow architecture.
• Design CSM case management, customer data, workflows, portals, workspaces, and integrations.
• Provide technical leadership to ServiceNow developers and implementation teams.
• Review technical designs, configurations, scripts, and integrations.
• Ensure solutions follow ServiceNow out-of-box and upgrade-safe best practices.
• Work with stakeholders to identify process improvements and automation opportunities.
• Troubleshoot complex technical and architectural issues.
• Support testing, deployment, upgrades, and production implementation.
• Mentor development teams and provide architectural guidance.