Leading ServiceNow Expert

ServiceNow Architect Job Description

This position requires a highly skilled ServiceNow Architect with expertise in Customer Service Management (CSM), specifically in Pre-Sales and Post-Sales lifecycle modules. The successful candidate will design and implement scalable ServiceNow architectures that streamline customer journeys.

• Key Responsibilities:

The ideal candidate will lead the architecture and high-level design of ServiceNow CSM Pre-Sales and Post-Sales modules, including:

• Pre-Sales: Lead/Opportunity Management integration, Customer Onboarding, Entitlement Management.
• Post-Sales: Case Management, Knowledge Management, Contract/SLA, Field Service, Renewals.
• Design Integrations: With CRM systems for seamless pre-sales to post-sales transitions.
• Ecosystem Alignment: Ensure architecture aligns with enterprise standards, scalability, and compliance.
• Technical Requirements:
• Critical Skills:
• Strong understanding of ServiceNow applications and integrations.
• Experience with CRM systems (Salesforce, MS Dynamics).
• Proven ability to design scalable architectures.
• Excellent communication and collaboration skills.
• Deliverables:
• Architecture diagrams and effort estimates for both pre- and post-sales use cases.
• Prototypes demonstrating CSM capabilities to clients.
• Successful implementation of ServiceNow CSM modules.