Senior Specialist Architecture

Experience: 711 Years
Location: Bengaluru Type: Permanent Job Summary We are seeking an experienced CSM Architect & Employee Center Service Portal Engineer to join our ServiceNow team This dual-role position will focus on leading the architecture and implementation of Customer Service Management (CSM) modules and designing user-centric portals based on Employee Center Youll collaborate with cross-functional teams to deliver scalable, aligned, and maintainable solutions across our ServiceNow ecosystem, Key Responsibilities CSM Architect Define target architecture and data models for CSM, including best practices on case types, application scopes, and structuring customer data, Act as a CSM subject matter expert (SME) and support internal engineering teams in implementing scalable CSM solutions, Lead setup and optimization of Agent Workspaces for long-term usability and scalability, Employee Center / Service Portal Engineer Design and implement a modern Employee Center-based portal specifically tailored for CSM use cases, Ensure close alignment with out-of-the-box (OOB) capabilities for ease of future upgrades and portal consolidation, Provide ad hoc expertise across the broader ServiceNow portfolio, particularly where Service Portal and Employee Center capabilities are lacking, Required Skills & Technologies Mandatory Experience in ServiceNow Modules: CSM, HRSD, FSM, FSO, ITSM, ITOM (Discovery, Service Mapping, Cloud Insights, Governance) CMDB, ITAM (HAM & SAM), Event Management, Integration Hub, GRC/IRM, DevOps, SecOps, SPM, TSM Workplace, Healthcare & LS, Legal, Public Sector, RPA, Cloud Observability, Custom App Development Technical Proficiency Strong understanding of ServiceNow architecture, workflows, and platform configuration, Experience with Agent Workspace, Service Portal, and Employee Center development and implementation, Familiarity with case management, customer data structures, and scalable service delivery frameworks, Soft Skills Excellent communication and stakeholder engagement, Strong analytical and architectural planning skills, Collaborative mindset with the ability to drive cross-functional initiatives, Show