ServiceNow CSM Architect

Must Have Technical/Functional Skills

• Implementation of CSM Modules in ServiceNow for at least 2 programs.
• Implementation experience using Now Platform, Service Portal, Next UI Framework, Integration Hub
• Experience in Web Services like SOAP and REST to link ServiceNow with existing tools in a network
• Experience in building integration with SAP ECC 6 and S/4 Hana using Integration HUB spokes and BTP
• Hands on experience on Flow Designer, UI Builder, Virtual Agent, Service Catalog / Record Producer, Flow Designer
• Experienced in JavaScript, HTML, CSS, and ServiceNow scripting languages, Client side / Server-side

scripts, UI policy, Data policy, Business rule, script include, Script action, UI action, Flow designer and decision

table, Workflows, Rest and Soap based integration, Transform map, Import set and Data sources

• Extensive experience in Integrating ServiceNow with other systems using custom developed & Integration Hub spokes
• Workflow Automation using workflow, Document Feeds, email, Scheduled Script Executions, and Events
• Good knowledge of Glide API that is used with JavaScript to implement advanced features in ServiceNow.
• Implemented Access Control using ACL as well as Query Business Rules.
• Implemented complex processes in ServiceNow using workflows and flow designer
• Generating and scheduling reports and creating homepages to showcase Key Performance Indicators.
• Expertise in client and server side scripting using components such as Client Scripts, Business Rules, Script Includes
• Configuration of alerts via e-mail and SMS services, to keep the users updated
• Experience in assessing Service management landscape including existing ServiceNow implementations, offering recommendations & improvements
• Knowledge on ServiceNow Automated test framework
• Expertise in Custom module implementations

Roles & Responsibilities

Requirements Gathering And Process Mapping

• Conduct workshops with business and IT stakeholders , gather requirements, translate them into functional features.
• Understand business needs and map them to ServiceNow capabilities, ensuring

streamlined CSM processes and systems aligned to industry best practices and standard.

Solution And Architecture Design

• Design ServiceNow CSM architecture collaborating with business teams and development teams
• Define data; models, integrations, workflows, and UI experiences across CSM

Implementation

• Lead and govern technical implementations across CSM (Case Management, Entitlements, Contracts).
• Ensure delivery aligns with defined architecture and standards.
• Provide oversight on ServiceNow configuration, customization, and integrations.
• Work effectively with geographically diverse teams (offshore) to deliver timely responses to clients and client account teams

Reporting & Dashboards

• Design custom and out-of-the-box performance analytics, reports, and dashboards

Knowledge & Mentorship

• Guide and mentor development teams, BA teams, and platform administrators.
• Create knowledge artifacts and reusable design templates.
• Stay updated with new ServiceNow releases and ensure roadmap alignment.

Pre Sales & Solutioning

• Support the pre-sales team with solutioning and effort estimation.
• Provide product demos and support proof of concepts as required
• Identify opportunities in customer landscape and advise customers on ServiceNow solution adoption roadmap

Generic Managerial Skills

• Create and execute development plans as appropriate to meet changing needs and requirements.
• Good Communication and presentation skills, Client handling
• Thought leadership – Steer the team towards success by creating a trust environment.
• Good at creating required information for Reporting and Dashboards

Salary Range: $150,000-$220,000 a year