Job
Description
Position : ServiceNow CSM Architect Shift Timing: AEST (Australian Eastern Standard Time, AEST Time Zone) Experience: Minimum 10 Years Notice Period: Immediate to 15 Days Only Mandatory E xperience ServiceNow CSM expertise with architecture and implementation of Case Management, Playbooks, Virtual Agent, AWA, Communities, FSM, Flow Designer, IntegrationHub, Performance Analytics, REST/SOAP APIs, Agile/Scrum delivery, and strong stakeholder management. Job Description Key Responsibilities The ServiceNow CSM Architect will be responsible for the design, architecture, and implementation of scalable and efficient Customer Service Management (CSM) solutions within the ServiceNow platform. The ideal candidate will have deep CSM expertise and the ability to align platform capabilities with business goals. Core Responsibilities: Lead architecture and end-to-end design of CSM solutions: Case Management, Playbooks, Virtual Agent, AWA, Communities, Knowledge Management, and FSM. Collaborate with stakeholders to gather requirements and translate them into scalable technical solutions. Define and maintain CSM roadmap and architecture aligned with platform capabilities. Provide architectural leadership across the project lifecyclefrom discovery to deployment. Create and review architecture documents, high-level designs, and integration specs. Ensure compliance with ServiceNow best practices in performance, security, and scalability. Support integrations with external platforms (CRM, contact centre tools, customer portals). Enforce platform governance, standards, and development best practices. Mentor development teams and assist with complex configurations/customizations Qualifications and Skills Bachelor's degree in Computer Science, IT, or a related field. 8+ years of ServiceNow experience with 3+ years in an architect role. Strong hands-on experience with ServiceNow CSM implementations. Proficiency in Flow Designer, Integration Hub, Virtual Agent, Predictive Intelligence, and Performance Analytics. Experience in REST/SOAP API integrations. Excellent stakeholder interaction, presentation, and documentation skills. Certifications Required: ServiceNow Certified System Administrator (CSA) ServiceNow Certified Implementation Specialist CSM Preferred experience with: Experience Designer, Employee Centre Industry-specific CSM configurations (e.g., telecom, public sector) Agile/Scrum project delivery Soft Skills Strong problem-solving and analytical thinking. Excellent communication both written and verbal. Leadership ability with strong stakeholder influence. Email: Sam@hiresquad.in
