ServiceNow CSM Solution Designer

Job Title: ServiceNow CSM Architect- Contract.

We are seeking a highly skilled ServiceNow CSM Architect to join our team. As a key member of our organization, you will be responsible for designing, architecture, and implementation of ServiceNow Customer Service Management solutions.

Key Responsibilities:

• Design and implement scalable and efficient 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.

• Develop and review architecture artifacts, including high-level designs, data flow diagrams, and integration specifications.

• Provide technical leadership throughout the CSM project lifecycle, from initial discovery through development, testing, and deployment.

Requirements:

• 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, including 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) and ServiceNow Certified Implementation Specialist – CSM.

• 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.