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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # ServiceNow Architect - Customer Service Management (CSM) - **Company:** The Smart - **Location:** United States (Remote available) - **Contract:** Permanent contract - **Skills:** 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, Enterprise Software Applications, Client Side Scripting, ServiceNow Customer Service Management, Servicenow - **Published:** August 25, 2026 - **Apply:** https://www.dice.com/job-detail/8c177576-17a4-41a7-81ad-b39a6ce8d57a ## About the Role 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. ## 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Goodbye Microservices, Hello Self-Contained Systems](https://www.wearedevelopers.com/videos/100009-goodbye-microservices-hello-self-contained-systems) - [JavaScript? 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