ServiceNow Architect – CSM

Role Overview:

We are looking for a ServiceNow Architect with proven expertise in Customer Service Management (CSM), especially in the Pre-Sales and Post-Sales lifecycle modules. The Architect will lead the design and implementation of scalable ServiceNow architectures that streamline customer journeys—from lead capture and onboarding, to contract management, case resolution, and renewals. This role demands strong technical depth, architectural vision, and hands-on experience across multiple ServiceNow applications.

Key Responsibilities:

Architecture & Design

• Lead the architecture and high-level design of ServiceNow CSM Pre-Sales and Post-Sales modules, including:
• 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 (Salesforce, MS Dynamics) for seamless pre-sales to post-sales transitions.
• Ensure alignment of architecture with enterprise standards, scalability, and compliance.
• Pre-Sales Enablement
• Collaborate with sales and solution teams to demonstrate CSM capabilities to clients.
• Translate business requirements into solution blueprints across the customer lifecycle.
• Develop prototypes, architecture diagrams, and effort estimates that cover both pre- and post-sales use cases.
• Post-Sales Delivery
• Oversee implementations of ServiceNow CSM modules with focus on customer experience & service quality.
• Guide delivery teams on workflows, data models, integrations, and security design.
• Act as an escalation point for complex technical issues during post-sales delivery.
• Collaboration & Leadership
• Partner with client architects, technical leads, and internal cross-functional teams.
• Provide thought leadership in designing customer engagement workflows end-to-end.
• Mentor developers and junior architects, building a strong CSM capability within the team.

Qualifications:

Technical Expertise

• Strong hands-on experience in ServiceNow CSM with specialization in Pre-Sales and Post-Sales lifecycle modules.
• Solid background in ServiceNow architecture, data modeling, Flow Designer, IntegrationHub, and 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, Application Portfolio Mgmt).

Other Skills:

• 8+ years in ServiceNow, with at least 3+ years as an Architect.
• Strong communication, consulting, and stakeholder management skills.
• Ability to bridge business requirements with technical execution.
• Degree in Computer Science, Engineering, or related field.