ServiceNow Technical Architect - Customer Service Management (CSM)

Best Buy is seeking a Senior ServiceNow Technical Architect with extensive expertise in Customer Service Management (CSM) to join our enterprise platform team. In this role, you will be responsible for defining, designing, and optimizing scalable, enterprise-grade ServiceNow CSM solutions that support our omni-channel customer service and operational workflows., * Solution Architecture & Design: Architect end-to-end ServiceNow CSM solutions, ensuring alignment with Best Buy’s enterprise architecture, security standards, and performance benchmarks.

• CSM Subject Matter Expertise: Lead technical discussions around Case Management, Omni-channel Integration, Agent Workspace, Customer Service Portals, and Knowledge Management.
• System Integration: Design and build complex, secure REST/SOAP integrations connecting ServiceNow to Best Buy’s back-end retail ecosystems, ERP, CRM, and third-party platforms.
• Platform Governance & Performance: Establish platform best practices, perform health checks, maintain instance health, and optimize instance performance across sub-production and production environments.
• Technical Leadership: Guide and mentor ServiceNow developers and administrators, oversee code reviews, and champion out-of-the-box (OOTB) configurations over custom code where applicable.
• Stakeholder Management: Collaborate with product managers, business leaders, and cross-functional teams to translate business requirements into efficient, technical roadmaps.

• Experience: 8+ years of hands-on ServiceNow development and technical implementation experience, with at least 3+ years operating as a Technical Architect.
• CSM Specialization: Deep technical experience implementing and customizing ServiceNow Customer Service Management (CSM) in large enterprise environments.
• Technical Mastery: Advanced proficiency with JavaScript, GlideScript, Business Rules, Client Scripts, Flow Designer, REST API integrations, and Domain Separation.
• Agile & Delivery: Strong track record working in Agile/Scrum development environments and managing full lifecycle ServiceNow deployments.
• Communication: Exceptional communication and consultative skills to effectively bridge technical concepts with business stakeholders.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• Certified Implementation Specialist - Customer Service Management (CIS-CSM)
• ServiceNow Certified Technical Architect (CTA) or Master Architect (CMA) (Strongly preferred)