ServiceNow CSM Architect- Contract

Job Description

Role: ServiceNow CSM Architect - Contract Location: Delhi NCR Mode: Contract Duration: 6 months Shift Timings: IST; however, the candidate should be available for meetings during Australian hours. Job Description: ServiceNow CSM Architect is responsible for designing, architecture, and implementation of ServiceNow Customer Service Management solutions. Architects should have deep expertise in the CSM module, a solid understanding of enterprise customer service processes, and the ability to deliver scalable and efficient solutions aligned with organizational goals. Key Responsibilities: ● Lead architecture and end-to-end design of ServiceNow CSM solutions including Case Management, Playbooks, Virtual Agent, Advanced Work Assignment, Communities, Knowledge Management and Field Service Management. ● Collaborate with business stakeholders, product owners, and technical teams to gather and translate requirements into robust technical solutions. ● Define and maintain the CSM roadmap and architecture strategy based on business needs and ServiceNow platform capabilities. ● Provide technical leadership throughout the CSM project lifecycle from initial discovery through development, testing and deployment. ● Develop and review architecture artifacts including high-level designs, data flow diagrams and integration specifications. ● Ensure platform alignment with ServiceNow best practices, including performance, security and scalability. ● Support integration with third-party platforms such as CRM systems, contact center tools and customer portals. ● Lead governance of the ServiceNow platform and enforce development standards and practices. ● Mentor developers and provide guidance on complex configurations and customizations. Qualifications and Skills: ● Bachelor’s degree in Computer Science, Information Technology or related field. ● 8+ years of experience with ServiceNow platform including 3+ years in an architect role. ● Hands-on experience implementing and configuring ServiceNow CSM in a complex enterprise environment. ● Strong knowledge of core ServiceNow platform capabilities: Flow Designer, IntegrationHub, Virtual Agent, Predictive Intelligence, Case Lifecycle, and Performance Analytics. ● Experience with REST/SOAP API integrations. ● Excellent stakeholder engagement, solution presentation and documentation skills.ServiceNow Certified System Administrator (CSA). ● ServiceNow Certified Implementation Specialist – CSM. ● Experience with Experience Designer, Employee Center, or Industry-specific CSM configurations (e.g., telecom, public sector). ● Agile/Scrum delivery experience. Soft Skills: ● Strong analytical and problem-solving skills. ● Excellent verbal and written communication. ● Leadership mindset with the ability to influence at all levels. Seniority Level Mid-Senior level Industry IT Services and IT Consulting Employment Type Contract Job Functions Engineering Skills ServiceNow Performance Analysis REST APIs Microsoft Power Virtual Show more Show less