ServiceNow CSM Architect

Position: ServiceNow CSM Architect
Location: Remote (Travel to client site required)
Experience: 10+ Years

Must-Have Skills:

• 5+ years of ServiceNow CSM Architecture experience

• Multiple end-to-end ServiceNow CSM/CRM implementations

• Strong expertise in Case Management, Knowledge Management, Customer Portals, SLAs, Entitlements, and Escalation Workflows

• Experience leading solution design, architecture, and technical delivery teams

• Hands-on experience with ServiceNow integrations (CRM, ERP, SAP, Salesforce, legacy systems)

• Strong understanding of API strategies, middleware, data migration, and governance

• ServiceNow CSM/CRM certifications are required

• Experience working directly with business stakeholders and customer service transformation initiatives

Good-to-Have Skills:

• Experience with Predictive Intelligence, AI, and GenAI capabilities in ServiceNow

• Omni-channel engagement, Virtual Agent, and Chat implementations

• Agile delivery, release management, and sprint planning experience

• Exposure to large-scale digital transformation and CX programs

Interested candidates, please share your updated resume.