ServiceNow Architect

Type

Mode

Location

No of Interviews

Joining Date

ServiceNowCSMArchitectis responsible for designing,architecture, and implementation of ServiceNow Customer Service Management solutions.Architectsshould have deep expertise in theCSMmodule, a solid understanding of enterprise customer service processes, and the ability to deliver scalable and efficient solutions aligned with organizational goals.

Key Responsibilities:

• Leadarchitectureand end-to-end design of ServiceNowCSMsolutions including Case Management, Playbooks, Virtual Agent, Advanced Work Assignment, Communities, Knowledge Management and Field Service Management.
• Collaborate with business stakeholders, product owners, and technical teams to gather and translate requirements into robust technical solutions.
• Define and maintain theCSMroadmap andarchitecturestrategy based on business needs and ServiceNow platform capabilities.
• Provide technical leadership throughout theCSMproject lifecycle from initial discovery through development, testing and deployment.
• Develop and reviewarchitectureartifacts including high-level designs, data flow diagrams and integration specifications.
• Ensure platform alignment with ServiceNow best practices, including performance, security and scalability.
• Support integration with third-party platforms such as CRM systems, contact center tools and customer portals.
• Lead governance of the ServiceNow platform and enforce development standards and practices.
• Mentor developers and provide guidance on complex configurations and customizations.

Qualifications and Skills:

• Bachelors degree in Computer Science, Information Technology or related field.
• 8+ years of experience with ServiceNow platform including 3+ years in anarchitectrole.
• Hands-on experience implementing and configuring

  ServiceNowCSM

  in a complex enterprise environment.
• Strong knowledge of core ServiceNow platform capabilities: Flow Designer, IntegrationHub, Virtual Agent, Predictive Intelligence, Case Lifecycle, and Performance Analytics.
• Experience with REST/SOAP API integrations.
• Excellent stakeholder engagement, solution presentation and documentation skills.ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist CSM.
• Experience with Experience Designer, Employee Center, or Industry-specificCSMconfigurations (e.g., telecom, public sector).
• Agile/Scrum delivery experience.

Soft Skills:

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication.
• Leadership mindset with the ability to influence at all levels.