ServiceNow CSM Solution Architect
Remote
Contract Opportunity
JD
Key Responsibilities:
Lead the solution architecture and technical design for ServiceNow CSM implementations and transformation programs.
Translate business and customer service requirements into scalable ServiceNow CSM solutions.
Define the overall application architecture, technical approach, data model, integration architecture, and security model.
Design solutions across:
o CSM Case Management
o Customer & Consumer Management
o Accounts & Contacts
o Case Assignment and Routing
o Entitlements and SLAs
o Knowledge Management
o Customer Service Portal
o CSM Workspace
o Customer Service Management Advanced
o Omni-Channel / Advanced Work Assignment
Define configuration vs. customization strategy and ensure solutions remain upgrade-friendly.
Design integrations between ServiceNow CSM and external applications such as CRM, ERP, billing, identity, customer portals, and enterprise systems.
Define integration patterns using REST/SOAP, IntegrationHub, MID Server, APIs, Import Sets, and Transform Maps.
Establish technical standards for ServiceNow development, scripting, integrations, security, data management, and deployment.
Review technical designs, configurations, scripts, integrations, and custom applications developed by the technical team.
Provide technical leadership to Senior Developers, Developers, Business Analysts, and QA teams.
Conduct architecture and code reviews to ensure adherence to ServiceNow best practices.
Lead technical discussions with customers and stakeholders and present solution options, architecture decisions, and recommendations.
Identify platform limitations, technical risks, dependencies, and opportunities for process or platform optimization.
Develop High-Level Design (HLD), Low-Level Design (LLD), integration specifications, data models, and technical architecture documentation.
Define migration, deployment, upgrade, and release strategies.
Ensure solutions comply with ServiceNow security, performance, scalability, and maintainability standards.
Support estimation, planning, technical feasibility assessments, and proposal/RFP activities.
Participate in ServiceNow upgrades and assess the impact of customizations and platform changes.
Provide technical guidance during SIT, UAT, production deployment, and post-production stabilization.
Mentor and coach ServiceNow development teams and establish reusable technical patterns.
Required Technical Skills:
8 12+ years of ServiceNow experience, with significant experience in architecture and solution design.
Strong hands-on experience with ServiceNow CSM implementations.
Deep understanding of the ServiceNow CSM data model, architecture, and platform capabilities.
Strong experience designing enterprise ServiceNow solutions and translating business requirements into technical architecture.
Strong knowledge of:
o CSM Case Management
o Accounts & Contacts
o Consumer Management
o Customer Service Portal
o CSM Workspace
o Entitlements
o SLAs
o Knowledge Management
o Case Assignment & Routing
o Advanced Work Assignment
o Omni-Channel
Strong ServiceNow platform knowledge including:
o Business Rules
o Script Includes
o Client Scripts
o UI Policies
o ACLs
o Flow Designer
o IntegrationHub
o UI Builder / Now Experience
o Scoped Applications
o Update Sets / Application Repository
Strong experience designing REST/SOAP/API-based integrations.
Experience with MID Server, IntegrationHub, Import Sets, Transform Maps, and data migration.
Strong understanding of ServiceNow security and access control architecture.
Knowledge of ServiceNow performance optimization and scalability considerations.
Experience with enterprise application architecture and integration patterns.
Architecture & Design Skills
The candidate should be capable of independently defining:
Solution Architecture
Application Architecture
Integration Architecture
Data Architecture
Security Architecture
Technical Design
Customization Strategy
Deployment & Release Strategy
Data Migration Strategy
Upgrade Strategy
Non-functional Requirements
Performance & Scalability Approach
Preferred Certifications
ServiceNow Certified System Administrator (CSA)
Certified Application Developer (CAD)
Certified Implementation Specialist Customer Service Management (CIS-CSM)
ServiceNow Certified Technical Architect (CTA) highly preferred