ServiceNow CSM Architect

Role: ServiceNow CSM Architect
Location: Remote
Duration: Long Term Contract

Key Responsibilities:
• Lead the solution architecture and technical design for ServiceNow CSM implementations and transformation programs.
• Translate business and customer service requirements into scalable ServiceNow CSM solutions.
• Define the overall application architecture, technical approach, data model, integration architecture, and security model.
• Design solutions across:
o CSM Case Management
o Customer & Consumer Management
o Accounts & Contacts
o Case Assignment and Routing
o Entitlements and SLAs
o Knowledge Management
o Customer Service Portal
o CSM Workspace
o Customer Service Management Advanced
o Omni-Channel / Advanced Work Assignment
• Define configuration vs. customization strategy and ensure solutions remain upgrade-friendly.
• Design integrations between ServiceNow CSM and external applications such as CRM, ERP, billing, identity, customer portals, and enterprise systems.
• Define integration patterns using REST/SOAP, IntegrationHub, MID Server, APIs, Import Sets, and Transform Maps.
• Establish technical standards for ServiceNow development, scripting, integrations, security, data management, and deployment.
• Review technical designs, configurations, scripts, integrations, and custom applications developed by the technical team.
• Provide technical leadership to Senior Developers, Developers, Business Analysts, and QA teams.
• Conduct architecture and code reviews to ensure adherence to ServiceNow best practices.
• Lead technical discussions with customers and stakeholders and present solution options, architecture decisions, and recommendations.
• Identify platform limitations, technical risks, dependencies, and opportunities for process or platform optimization.
• Develop High-Level Design (HLD), Low-Level Design (LLD), integration specifications, data models, and technical architecture documentation.
• Define migration, deployment, upgrade, and release strategies.
• Ensure solutions comply with ServiceNow security, performance, scalability, and maintainability standards.
• Support estimation, planning, technical feasibility assessments, and proposal/RFP activities.
• Participate in ServiceNow upgrades and assess the impact of customizations and platform changes.
• Provide technical guidance during SIT, UAT, production deployment, and post-production stabilization.
• Mentor and coach ServiceNow development teams and establish reusable technical patterns.

Required Technical Skills:
• 8-12+ years of ServiceNow experience, with significant experience in architecture and solution design.
• Strong hands-on experience with ServiceNow CSM implementations.
• Deep understanding of the ServiceNow CSM data model, architecture, and platform capabilities.
• Strong experience designing enterprise ServiceNow solutions and translating business requirements into technical architecture.
• Strong knowledge of:
o CSM Case Management
o Accounts & Contacts
o Consumer Management
o Customer Service Portal
o CSM Workspace
o Entitlements
o SLAs
o Knowledge Management
o Case Assignment & Routing
o Advanced Work Assignment
o Omni-Channel
• Strong ServiceNow platform knowledge including:
o Business Rules
o Script Includes
o Client Scripts
o UI Policies
o ACLs
o Flow Designer
o IntegrationHub
o UI Builder / Now Experience
o Scoped Applications
o Update Sets / Application Repository
• Strong experience designing REST/SOAP/API-based integrations.
• Experience with MID Server, IntegrationHub, Import Sets, Transform Maps, and data migration.
• Strong understanding of ServiceNow security and access control architecture.
• Knowledge of ServiceNow performance optimization and scalability considerations.
• Experience with enterprise application architecture and integration patterns.
Architecture & Design Skills

The candidate should be capable of independently defining:
• Solution Architecture
• Application Architecture
• Integration Architecture
• Data Architecture
• Security Architecture
• Technical Design
• Customization Strategy
• Deployment & Release Strategy
• Data Migration Strategy
• Upgrade Strategy
• Non-functional Requirements
• Performance & Scalability Approach

Preferred Certifications
• ServiceNow Certified System Administrator (CSA)
• Certified Application Developer (CAD)
• Certified Implementation Specialist - Customer Service Management (CIS-CSM)
• ServiceNow Certified Technical Architect (CTA) - highly preferred