Work Mode: Work From Home
Experience: 11+ Years
CTC: ₹22 LPA

Job Overview

We are looking for an experienced and strategic ServiceNow CSM Architect to lead the architecture, design, and governance of Customer Service Management (CSM) solutions on the ServiceNow platform.

The ideal candidate should possess strong expertise in ServiceNow CSM architecture, enterprise solution design, integrations, platform governance, and technical leadership, along with the ability to drive scalable and secure enterprise-wide ServiceNow implementations.

This role will play a critical part in aligning business requirements with ServiceNow capabilities while driving innovation, automation, and platform optimization across multiple projects.

Key Responsibilities

ServiceNow Solution Architecture

• Define and own the overall architecture for ServiceNow CSM implementations
• Design scalable, secure, and high-performance ServiceNow solutions
• Translate business requirements into technical solution architectures
• Lead architecture discussions, workshops, and solution reviews

Technical Leadership & Governance

• Provide technical leadership across multiple ServiceNow projects and delivery teams
• Establish:
  • Design standards
  • Best practices
  • Governance frameworks
• Guide developers and technical leads through:
  • Architecture reviews
  • Code reviews
  • Solution validation

Platform Optimization & Innovation

• Ensure:
  • Platform optimization
  • Performance tuning
  • Upgrade readiness
• Drive innovation using:
  • AI capabilities
  • Workflow automation
  • Self-service functionalities
  • Digital transformation initiatives

Integration & Enterprise Connectivity

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

Stakeholder & Enterprise Collaboration

• Collaborate with:
  • Enterprise architects
  • Business stakeholders
  • Leadership teams
  • Delivery managers
• Align platform capabilities with business and operational objectives

Required Skills & Qualifications

• 11+ years of overall IT experience
• 8+ years of hands-on experience on the ServiceNow platform
• Strong expertise in:
  • ServiceNow CSM module
  • Case Management
  • Omnichannel solutions
  • Knowledge Management
  • Customer Portals

Technical Skills Required

• Deep understanding of:
  • ServiceNow architecture
  • Data model
  • Platform capabilities
• Hands-on expertise in:
  • JavaScript
  • Glide API
  • Flow Designer
  • IntegrationHub
• Strong experience with:
  • REST APIs
  • SOAP services
  • Middleware integrations
  • Enterprise solution design

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist – CSM
• ServiceNow Certified Application Architect or System Architect
• Experience with:
  • ITSM
  • ITOM
  • HRSD
  • UI Builder
  • Service Portal
  • Now Experience

Key Competencies

• Solution architecture and design thinking
• Strategic planning and technical decision-making
• Leadership and mentoring capabilities
• Stakeholder management and communication skills
• Problem-solving and innovation mindset
• Enterprise-scale delivery management

Why Join Us?

• Opportunity to lead enterprise-scale ServiceNow CSM transformation projects
• Exposure to advanced ServiceNow capabilities and modern digital workflows
• Flexible remote working environment
• High-impact leadership role with strategic visibility
• Strong career growth opportunities in enterprise architecture and digital transformation