Servicenow Architect - RSM & CSM

Summary: The role of ServiceNow Architect focuses on the architecture, solution design, and implementation of Customer Service Management (CSM) and Request Service Management (RSM) modules for enterprise-scale projects. The candidate will lead development teams and collaborate with stakeholders to ensure effective solutions that meet business needs. Strong hands-on expertise in ServiceNow is essential, along with a deep understanding of various technical components and best practices. This position is remote and classified as outside IR35.

Key Responsibilities:

• Architect and design end-to-end ServiceNow CSM and RSM solutions.
• Develop and enhance case management, agent workspace, playbooks, SLAs, knowledge management, service catalogs, and request workflows.
• Define technical architecture, data models, integrations, and customization standards.
• Configure RSM workflows, service requests, and digital workflows to meet business needs.
• Integrate ServiceNow with third-party systems using REST/SOAP APIs and Integration Hub.
• Ensure best practices for platform governance, security, performance, and maintainability.
• Lead development teams, perform code reviews, documentation, and technical guidance.
• Collaborate with business stakeholders, product owners, and process consultants.

Key Skills:

• 8 12+ years of IT experience, with 5+ years in ServiceNow.
• Strong hands-on experience with ServiceNow CSM and RSM modules.
• Expertise in Flows, Business Rules, Script Includes, Client Scripts, UI Policies, Catalog Items.
• Experience in Agent Workspace, Case Lifecycle, Playbooks, and Service Requests.
• Proven work with REST/SOAP APIs, Integration Hub, MID Server.
• Knowledge of CMDB, ATF, ACL, and security model.
• Familiarity with Agile/Scrum delivery.

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT