ServiceNow CSM Architect

Job Specification ServiceNow CSM Architect (Hands-on Technical Lead)

Location: UK Remote (occasional workshops in London) Role Overview

We are seeking an experienced ServiceNow CSM Certified Architect with strong hands-on development capability to lead the technical delivery of a multi-workstream ServiceNow transformation programme.

The Architect will own solution design and technical governance across: CSM data model extension & product segmentation Service Portal (web/mobile) implementation Content Management & Publishing configuration Multi-channel communications integration (Email, Push, WhatsApp) This role requires a balance of architecture leadership, hands-on configuration, and technical oversight of developers.

This role is open to both: Permanent candidates and Experienced contractors, In either case, the role expectation is the same Key Responsibilities Solution Architecture & Design Own end-to-end technical architecture across all work packages Design scalable CSM data model extensions Define product-based segmentation logic and role strategy Architect integration patterns for MDM feeds and external APIs Ensure maintainable, upgrade-safe ServiceNow configuration ServiceNow CSM Configuration Extend core CSM tables (Service Offerings, Sold Products, Install Base) Design and build Flow Designer scheduled and record-triggered flows Implement automated user role reconciliation logic Configure advanced User Criteria segmentation (multi-dimensional targeting) Service Portal Architecture Architect and oversee development of a multi-page Service Portal Translate Figma wireframes into scalable portal components Ensure responsive design (desktop/tablet) Implement personalised content visibility using User Criteria Ensure WCAG 2.1 AA accessibility compliance Content Publishing & Multi-Channel Delivery Configure ServiceNow Content Management & Publishing Design approval workflow structures Implement notification routing logic (importance + channel based) Oversee integration with external messaging APIs (e.g. WhatsApp) Configure analytics dashboards for content effectiveness

Quality, Governance & Assurance Define Automated Test Framework (ATF) strategy Conduct peer reviews and code quality checks Support UAT and production deployment Produce technical documentation and handover materials Ensure compliance with GDPR and internal security standards

Essential Skills & Experience Certifications ServiceNow Certified Implementation Specialist – CSM ServiceNow Certified System Administrator ServiceNow Certified Application Developer (highly desirable) Technical Expertise Extensive ServiceNow CSM implementation experience Strong hands-on Flow Designer experience Service Portal architecture and development knowledge User Criteria and role-based access control design REST API integration design and implementation Content Publishing and notification configuration Automated Test Framework (ATF) experience Architecture & Delivery Proven experience as technical lead on ServiceNow programmes Experience delivering scalable segmentation or entitlement models Strong understanding of ServiceNow data model design Ability to balance architecture governance with hands-on delivery Experience working in regulated or public-sector environments desirable Desirable Experience Experience integrating WhatsApp for Business APIs Experience processing structured data imports (CSV/MDM feeds) Experience delivering WCAG 2.1 AA compliant portals Familiarity with ServiceNow Zurich or later versions

Personal Attributes Strong technical leadership and decision-making capability Clear communicator with technical and non-technical stakeholders Comfortable working in fast-paced transformation environments Detail-oriented with strong quality focus