ServiceNow Solution Architect (CSM)

• Lead the design, implementation, and optimization of ServiceNow solutions with a focus on: o Customer Service Management (CSM) o Field Service Management (FSM) o IT Service Management (ITSM) o Strategic Portfolio Management (SPM)

• Drive adoption and expansion of ServiceNow capabilities

• Design and deliver enterprise integrations with internal systems and external customer platforms

• Develop and implement automations, workflows, and AI-driven capabilities

• Collaborate with business stakeholders to gather requirements and translate them into technical solutions

• Provide architectural guidance and best practices for ServiceNow development and configuration

A leading consultancy are seeking a highly skilled ServiceNow Solution Architect to lead the design, optimisation, and expansion of their enterprise ServiceNow platform.

As the ServiceNow Solution Architect (CSM) you will focus on driving process improvement, system integration, and scalable architecture, with a strong emphasis on Customer Service Management (CSM) as well as playing a critical role in shaping the application landscape, ensuring seamless integration of internal and customer-facing systems

This position is ideal for a professional who combines deep ServiceNow expertise, business process knowledge, and strong communication skills to deliver high-impact solutions., * Proven experience as a ServiceNow Solution Architect, Application Manager, or Senior Consultant

• CSM, FSM, ITSM, SPM
• Case Management & Customer Workflows
• Advanced Work Assignment & Routing
• Virtual Agent, Chatbots & Conversational AI
• Knowledge Management
• CSM/FSM Workspace
• Customer Portals & Mobile Applications
• Enterprise Integrations (APIs, middleware, external systems)
• ITIL (preferred)