"ServiceNow (CSM) Platform Solution Architect" - Dallas, TX (Fully Onsite) - CG

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Role: Platform Solution Architect ServiceNow Customer Service Management (CSM)

Locations: Dallas, TX (Fully Onsite)

Duration: 12+ Months Contract

Note: Candidate needs to be in the office 5 Days every week. Local or candidates from adjacent states only.

What You ll Bring:

• Proven experience as a Solution Architect, SME, or Consultant with deep expertise in ServiceNow CSM and ITSM transformation.
• Ability to translate complex technical solutions into clear, value-driven narratives for both technical and business stakeholders.
• Strong analytical and problem-solving skills with a focus on aligning architecture to business outcomes.
• 3+ years of hands-on experience in Service Integration, including design, transition, and operations.
• 3+ years of experience in ServiceNow ITSM/ CSM module configuration, administration or business analysis.
• Familiarity with other service management platforms (e.g., BMC Remedy, Kinetic Data).
• Experience with Service Request Management, Service Catalog, and non-core ServiceNow modules (e.g., Service Portfolio, HRSD, Security Ops).
• Exposure to Service Asset & Configuration Management (SACM) and Organizational Change Management (OCM).

What You ll Do:

• Own the end-to-end solution architecture across transition, run and transformation phases within the ServiceNow portfolio.
• Lead the development of reusable, scalable solution components including proposal decks, effort models and delivery frameworks.
• Collaborate with delivery leads and SMEs to ensure technical feasibility, cost-effectiveness and alignment with client SLAs.
• Define and document testing strategies, customer responsibilities and phased implementation plans.
• Integrate OCM and Run & Maintain packages into solution proposals to support long-term client success.
• Guide and mentor virtual teams, ensuring architectural consistency and delivery excellence across regions.
• Support commercial teams in drafting SoWs, SLAs and reviewing service credits/penalties.
• Contribute to sales-to-delivery handovers, ensuring smooth transitions and aligned expectations.

What Sets You Apart:

• Strong leadership and stakeholder management skills with the ability to influence across portfolio towers.
• Deep understanding of the vendor and partner ecosystem, including Client's-preferred tools and platforms.
• Experience in enterprise-level consulting, due diligence, and advisory for complex deals.
• Ability to cost solutions, identify risks and align pricing with client expectations and market benchmarks.
• Familiarity with global delivery models, including offshore coordination and GDC collaboration.

Why Join Us?

• As a Platform Solution Architect, you ll be at the forefront of shaping next-generation CSM solutions.
• You ll work closely with global pre-sales, delivery, and client teams to build robust, cost-effective and competitive architectures that drive business value and customer satisfaction.