ServiceNow Architect - Customer Service Management (CSM)

The Smart

United States

1 day ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Job source

www.dice.com

Tech stack

JavaScript (Programming Language) Artificial Intelligence Configuration Management Databases Computer Telephony Integration System Configuration Customer Data Management Knowledge Management Routing Simple Object Access Protocol (SOAP) Systems Integration User-Centered Design Scripting

+4 more

Enterprise Software Applications Client Side Scripting ServiceNow Customer Service Management Servicenow

Job description

Lead the architecture and end-to-end design of ServiceNow CSM solutions.
Analyze business requirements and develop scalable ServiceNow architecture.
Design CSM case management, customer data, workflows, portals, workspaces, and integrations.
Provide technical leadership to ServiceNow developers and implementation teams.
Review technical designs, configurations, scripts, and integrations.
Ensure solutions follow ServiceNow out-of-box and upgrade-safe best practices.
Work with stakeholders to identify process improvements and automation opportunities.
Troubleshoot complex technical and architectural issues.
Support testing, deployment, upgrades, and production implementation.
Mentor development teams and provide architectural guidance.

Requirements

We are looking for a highly experienced ServiceNow Architect with strong Customer Service Management (CSM) expertise to design, architect, and implement scalable ServiceNow solutions. The ideal candidate should have hands-on experience leading end-to-end CSM implementations and strong knowledge of the ServiceNow platform architecture., * 12+ years of overall ServiceNow experience.

Strong experience as a ServiceNow Architect / Technical Architect.
Must have strong hands-on experience with ServiceNow Customer Service Management (CSM).
Experience designing and implementing end-to-end CSM solutions.
Strong knowledge of CSM Case Management, Customer/Contact/Account Management, Entitlements, SLAs, Knowledge Management, and Customer Service Workspace.
Experience with CSM data model, case lifecycle, workflows, business rules, ACLs, and platform configuration.
Strong experience with Flow Designer, IntegrationHub, Business Rules, Script Includes, Client Scripts, UI Policies, and REST/SOAP integrations.
Strong JavaScript and ServiceNow scripting skills.
Experience integrating ServiceNow CSM with CRM, ERP, CTI/CCaaS, and other enterprise applications.
Experience with Service Portal, UI Builder, Workspaces, Virtual Agent, and Omnichannel.
Knowledge of Advanced Work Assignment (AWA) and skills-based case routing.
Strong understanding of ServiceNow architecture, scalability, performance, security, and upgrade best practices.
Experience gathering requirements and translating business requirements into technical architecture and solutions.
Ability to create HLD/LLD, architecture diagrams, technical documentation, and implementation plans.
Experience working directly with business stakeholders, technical teams, and project leadership.
Strong communication and problem-solving skills.

Preferred Qualifications

ServiceNow CIS-CSM certification preferred.
ServiceNow Certified Application Developer / System Administrator certification is a plus.
Experience with ITSM, ITOM, FSM, IntegrationHub, CMDB/CSDM is a plus.
Experience with Now Assist / AI capabilities for CSM is a plus.
Experience leading large-scale ServiceNow implementations and modernization projects.