Servicenow CSM Architect- Contract

Key Role:

Servicenow CSM Architect/Developer - Contract

Location: Remote Work Environment

Duration of Engagement: 6 months

Required Experience: Minimum 5+ Years

Shift Timings: IST; however, the candidate should be available for virtual meetings during Australian hours.

Job Overview:

The ServiceNow CSM Architect will be responsible for designing, architecting, and implementing scalable ServiceNow Customer Service Management solutions. A successful candidate will have in-depth expertise in the CSM module, a solid understanding of enterprise customer service processes, and the ability to deliver efficient solutions aligned with organizational goals.

Key Responsibilities:

• End-to-End Solution Design: Lead architecture and design of ServiceNow CSM solutions including Case Management, Playbooks, Virtual Agent, Advanced Work Assignment, Communities, Knowledge Management and Field Service Management.

• Collaboration and Requirements Gathering: Collaborate with business stakeholders, product owners, and technical teams to gather and translate requirements into robust technical solutions.

• Strategy Development: Define and maintain the CSM roadmap and architecture strategy based on business needs and ServiceNow platform capabilities.

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

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

• Platform Alignment: Ensure platform alignment with ServiceNow best practices, including performance, security and scalability.

• Integration and Governance: 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.

• Mentorship and Guidance: Mentor developers and provide guidance on complex configurations and customizations.

Qualifications and Skills:

• Bachelor's degree in Computer Science, Information Technology or related field.

• At least 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) and/or ServiceNow Certified Implementation Specialist – CSM are highly desirable certifications.

• Experience with Experience Designer, Employee Center, or Industry-specific CSM configurations is a plus.

• Agile/Scrum delivery experience is advantageous.

Soft Skills:

• Strong analytical and problem-solving skills.

• Excellent verbal and written communication.

• Leadership mindset with the ability to influence at all levels.