Servicenow CSM Architect- Contract

Role: Servicenow CSM Architect/Developer - Contract

Location: Remote

Mode: Contract

Duration: 6 months

Experience: 5+ Years

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.