Senior ServiceNow Architect

Experience: 10+ years (8+ years on ServiceNow)

Job Summary

We are seeking a Senior ServiceNow Architect with deep expertise in Customer Service Management (CSM), Field Service Management (FSM), and Sales/CRM-related processes. The ideal candidate will lead the architectural strategy, solution design, and roadmap planning for ServiceNow implementations and enhancements in customer-facing domains.

Key Responsibilities

• Lead architectural design and end-to-end implementation of ServiceNow CSM, FSM, and Sales solutions.
• Design scalable solutions leveraging ServiceNow's best practices, ensuring domain separation, security, and performance.
• Collaborate with business stakeholders to gather requirements, define target architectures, and translate them into technical designs.
• Design and oversee integrations between ServiceNow and CRMs , ERPs, and external vendor systems.
• Define data models, service catalogs, workflows, virtual agent experiences, and customer/partner portals.
• Guide development teams during implementation, ensuring alignment with architectural standards.
• Evaluate new ServiceNow features and plugins and propose adoption plans.
• Define governance frameworks and design principles for global implementations.
• Ensure compliance with platform and security standards, and provide design authority in cross-functional reviews.

Required Skills & Experience

• 8+ years of hands-on ServiceNow experience, with specialization in at least two: CSM, FSM, or Sales CRM modules.
• Proven experience as an architect on large-scale ServiceNow transformation projects.
• Strong understanding of:
• CSM Data Model
• FSM Components
• Customer/Partner Portals and lead/opportunity lifecycle
• Domain separation, security model, and scoped applications
• Experience with Flow Designer, IntegrationHub, REST/SOAP APIs, MID Servers.
• Experience integrating with Custom portal and Portal, Angular JS, Java script and HTML, CSS
• Deep understanding of ITOM/CMDB, Virtual Agent, and Performance Analytics as they apply to CSM/FSM.
• Ability to lead technical workshops, create HLD/LLD documentation, and provide architectural governance.

• Certified in:

• ServiceNow Certified System Administrator
• ServiceNow Certified Implementation Specialist – CSM / FSM
• ServiceNow Certified Application Developer (preferred)
• Strong analytical and communication skills.
• Experience mentoring ServiceNow developers and junior DeV.
• Customer-oriented with a strong sense of ownership and accountability.
• Ability to thrive in dynamic, fast-paced environments with multiple stakeholders.