ServiceNow CSM Architect

Area(s) of responsibility

Role Summary

We are seeking a highly skilled ServiceNow Technical Architect to lead the design and implementation of Customer Service Management (CSM) solutions, with a strong focus on Now Assist, Virtual Agent, Service Operations Workspace (SOW), and Agentic AI use cases. The ideal candidate will be responsible for defining the technical architecture, ensuring platform scalability, and driving innovation through AI-powered workflows.

Key Responsibilities

• Architect and lead end-to-end implementation of ServiceNow CSM including case management, account/contact models, and omni-channel support.
• Design and deploy Now Assist and Virtual Agent experiences tailored to customer service workflows.
• Integrate Agentic AI features into customer service operations.
• Define and enforce best practices for platform architecture, data modeling, and performance optimization.
• Lead technical workshops, solution design sessions, and stakeholder presentations.
• Mentor developers and junior architects on platform capabilities and implementation strategies.
• End to end implementation of Service Operations Workspace (SOW).
• Ensure compliance with security, privacy, and governance standards.
• Experience with Performance Analytics, Predictive Intelligence, and Flow Designer.
• Exposure to ServiceNow App Engine Studio and Integration Hub.
• Knowledge of customer journey mapping and persona-based design.

Required Skills & Experience

• Proven experience in ServiceNow CSM implementations (minimum 2 full-cycle projects).
• Hands-on expertise with Now Assist, Virtual Agent Designer, and GenAI/Agentic AI features.
• Strong understanding of ServiceNow architecture, scripting (Glide, JavaScript), and integration patterns (REST, JDBC, MID Server).
• Experience with AI/ML use cases in customer service or ITSM environments.
• Excellent communication and stakeholder management skills.

Certifications Required

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist – CSM
• ServiceNow Certified Application Developer (CAD)