Experience: 11+ Years
CTC: ₹22 LPA (Based on experience and interview performance)
Industry: IT / ServiceNow / Enterprise Solutions

Job Overview

We are looking for an experienced ServiceNow CSM Architect to lead the architecture, design, and governance of Customer Service Management (CSM) solutions on the ServiceNow platform. The role involves defining scalable enterprise architecture, aligning business requirements with platform capabilities, and driving end-to-end solution excellence across projects.

The ideal candidate should have strong expertise in ServiceNow CSM, enterprise solution architecture, integrations, platform governance, and technical leadership, along with the ability to manage stakeholders and guide development teams.

Key Responsibilities

ServiceNow Architecture & Solution Design

• Define and own the overall architecture for ServiceNow CSM implementations
• Lead solution design workshops and convert business requirements into scalable technical solutions
• Architect secure, scalable, and high-performance CSM solutions

Technical Leadership & Governance

• Provide technical leadership across multiple projects and teams
• Establish:
  • Design standards
  • Best practices
  • Governance frameworks
• Review technical designs, code quality, and implementation approaches

Platform Development & Optimization

• Ensure platform optimization, scalability, and upgrade readiness
• Support performance tuning and platform governance activities
• Drive innovation using:
  • AI capabilities
  • Automation
  • Self-service solutions
  • ServiceNow platform enhancements

Integration & Enterprise Connectivity

• Oversee integrations with external systems using:
  • REST APIs
  • SOAP services
  • Middleware platforms
  • IntegrationHub
• Ensure seamless enterprise connectivity and data flow

Stakeholder & Team Collaboration

• Collaborate with:
  • Enterprise architects
  • Business stakeholders
  • Leadership teams
  • Development teams
• Guide technical leads and developers across implementation activities

Required Skills & Technologies

ServiceNow Expertise

• ServiceNow Customer Service Management (CSM)
• Case Management
• Omnichannel
• Knowledge Management
• Service Portal / Now Experience

Technical Skills

• JavaScript
• Glide API
• Flow Designer
• IntegrationHub
• REST / SOAP APIs
• Middleware integrations

Architecture & Enterprise Solutions

• Enterprise-scale solution design
• Platform architecture and governance
• Data modeling and optimization
• Performance tuning and upgrade planning

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist – CSM
• ServiceNow Certified Application Architect / System Architect

Preferred Experience

• Exposure to additional ServiceNow modules:
  • ITSM
  • ITOM
  • HRSD
• Experience with:
  • UI Builder
  • Service Portal
  • Now Experience

Key Skills & Competencies

• Solution architecture and design thinking
• Strategic planning and decision-making
• Leadership and mentoring abilities
• Stakeholder management and communication skills
• Strong analytical and problem-solving capabilities

Why Join Us?

• Opportunity to lead enterprise-scale ServiceNow transformation projects
• Exposure to advanced ServiceNow technologies and architecture
• Flexible work-from-home environment
• Career growth opportunities in enterprise architecture and digital transformation