8.0 - 10.0 years

0 Lacs

bengaluru, karnataka, india

Remote

Type (Full Time/Contract): Full time Mode (Hybrid/Remote/Onsite): Onsite Location (if Onsite): Bangalore/Hyderabad No of Interviews : 2-3 rounds Joining Date : Immediate ServiceNowCSMArchitectis responsible for designing,architecture, and implementation of ServiceNow Customer Service Management solutions.Architectsshould have deep expertise in theCSMmodule, a solid understanding of enterprise customer service processes, and the ability to deliver scalable and efficient solutions aligned with organizational goals. Key Responsibilities: Leadarchitectureand end-to-end design of ServiceNowCSMsolutions including Case Management, Playbooks, Virtual Agent, Advanced Work Assignment, Communities, Knowledge Management and Field Service Management. Collaborate with business stakeholders, product owners, and technical teams to gather and translate requirements into robust technical solutions. Define and maintain theCSMroadmap andarchitecturestrategy based on business needs and ServiceNow platform capabilities. Provide technical leadership throughout theCSMproject lifecycle from initial discovery through development, testing and deployment. Develop and reviewarchitectureartifacts including high-level designs, data flow diagrams and integration specifications. Ensure platform alignment with ServiceNow best practices, including performance, security and scalability. Support integration with third-party platforms such as CRM systems, contact center tools and customer portals. Lead governance of the ServiceNow platform and enforce development standards and practices. Mentor developers and provide guidance on complex configurations and customizations. Qualifications and Skills: Bachelors degree in Computer Science, Information Technology or related field. 8+ years of experience with ServiceNow platform including 3+ years in anarchitectrole. Hands-on experience implementing and configuring ServiceNowCSM in a complex enterprise environment. Strong knowledge of core ServiceNow platform capabilities: Flow Designer, IntegrationHub, Virtual Agent, Predictive Intelligence, Case Lifecycle, and Performance Analytics. Experience with REST/SOAP API integrations. Excellent stakeholder engagement, solution presentation and documentation skills.ServiceNow Certified System Administrator (CSA). ServiceNow Certified Implementation Specialist CSM. Experience with Experience Designer, Employee Center, or Industry-specificCSMconfigurations (e.g., telecom, public sector). Agile/Scrum delivery experience. Soft Skills: Strong analytical and problem-solving skills. Excellent verbal and written communication. Leadership mindset with the ability to influence at all levels. Show more Show less

Posted 2 days ago

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