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