ServiceNow Architect – CSM

Location:

About the Role:

ServiceNow Architect

This role requires strong technical depth, architectural vision, and hands-on experience across multiple ServiceNow applications. You will collaborate with leadership, clients, and delivery teams to drive innovation in customer experience.

Key Responsibilities:

Architecture & Design

• Lead the architecture and high-level design of ServiceNow CSM Pre-Sales and Post-Sales modules.
• Pre-Sales: Lead/Opportunity Management integration, Customer Onboarding, Entitlement Management.
• Post-Sales: Case Management, Knowledge Management, Contract/SLM, Field Service, Renewals.
• Design integrations with CRM systems (Salesforce, MS Dynamics) for seamless pre-sales to post-sales transitions.
• Ensure architecture aligns with enterprise standards, scalability, and compliance.

Pre-Sales Enablement

• Collaborate with sales and solution teams to showcase CSM capabilities to clients.
• Translate business requirements into solution blueprints across the customer lifecycle.
• Develop prototypes, architecture diagrams, and effort estimates for both pre- and post-sales scenarios.

Post-Sales Delivery

• Oversee CSM module implementations focusing on customer experience and service quality.
• Guide delivery teams on workflows, data models, integrations, and security design.
• Serve as an escalation point for complex technical issues during post-sales delivery.

Collaboration & Leadership

• Partner with client architects, technical leads, and cross-functional teams.
• Provide thought leadership in designing end-to-end customer engagement workflows.
• Mentor developers and junior architects, building strong CSM capability within the team.

Qualifications & Skills:

• Experience:

  8+ years in ServiceNow, with at least 3+ years as an Architect.

• Technical Expertise:

• Strong hands-on experience in ServiceNow CSM (Pre-Sales & Post-Sales lifecycle).
• Expertise in ServiceNow architecture, data modeling, Flow Designer, IntegrationHub, REST/SOAP integrations.
• Experience with other SN modules (ITSM, ITOM, HRSD, FSM) is a plus.

• Certifications (preferred/must-have):

• ServiceNow Certified Technical Architect (CTA) or equivalent experience.
• Certified Implementation Specialist – CSM (CIS-CSM).
• ServiceNow CSA (System Administrator).
• Relevant micro-certifications (e.g., Customer Service Management, IntegrationHub).

• Soft Skills:

  Strong communication, consulting, and stakeholder management skills; ability to bridge business requirements with technical execution.

• Education:

  Degree in Computer Science, Engineering, or related field