ServiceNow Solution Architect - CSM (Customer Service Management)

Key Responsibilities: * Own end-to-end solution design for the CSM workstream, including data models, workflows, business rules, UI/UX, and platform configuration * Translate business requirements into scalable, maintainable ServiceNow solutions * Design and oversee integrations between ServiceNow and enterprise systems * Collaborate with technical architects, developers, business stakeholders, and platform teams to ensure alignment with enterprise architecture standards * Support platform migration and multi-instance consolidation efforts, ensuring a seamless transition and optimized future-state design * Provide architectural guidance during build, testing, and deployment phases * Evaluate and incorporate ServiceNow best practices, including considerations for Now Assist and Virtual Agent capabilities Required Qualifications: * 7+ years of ServiceNow experience with significant Solution Architecture responsibilities * Strong hands-on expertise with ServiceNow Customer Service

Management (CSM) * Experience leading solution design for large-scale ServiceNow implementations, migrations, or instance consolidations * Deep understanding of ServiceNow data models, workflows, integrations, and platform architecture * Experience with CSDM (Common Service Data Model) and enterprise data-model design * Strong stakeholder management and requirements translation skills * Familiarity with ServiceNow Now Assist, Virtual Agent, and AI-driven platform capabilities is highly desirable Preferred: * ServiceNow Certified System Administrator (CSA) * ServiceNow Certified Implementation Specialist - CSM * ServiceNow Certified Application Developer (CAD) or Certified Technical Architect (CTA) track experience