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Principal IT Solution Delivery - Service CSM Delivery Architect
Job in
Austin, Travis County, Texas, 78716, USA
Listed on 2026-06-05
Listing for:
120 LocusView Solutions Incorporated
Full Time
position Listed on 2026-06-05
Job specializations:
-
IT/Tech
Cloud Computing, IT Consultant
Job Description & How to Apply Below
Hybrid locations:
United States of America, Washington, Liberty Lake:
United States of America, Texas, Austin time type:
Full time posted on:
Posted 30+ Days Agojob requisition :
JR102273
Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.
Itron is seeking an innovative and collaborative
** Service Now Customer Service Management (CSM) Expert
** to lead the architecture, optimization, and ongoing evolution of our enterprise-wide CSM capabilities. This role serves as the accountable domain owner for Service Now CSM, driving a modernized customer engagement ecosystem that supports Itron’s mission and utilities customers worldwide. The ideal candidate brings deep hands-on Service Now CSM expertise, strong business process acumen, and the ability to work authentically and agilely across cross‐functional teams—including Customer Success, Dev Ops, Integration, Security/Compliance, and system implementation partners.
This individual will champion customer‐centric solutions, ensure platform alignment to Itron’s strategic vision, and deliver scalable, high‐quality outcomes that strengthen our global support experience.##
** Duties and Responsibilities
*** Architect, configure, and optimize Service Now Customer Service Management (CSM) capabilities to support a unified, modern customer engagement ecosystem.
* Lead solution design, Tier 3 support, and platform ownership with an agile, accountable, and customer‐centric approach.
* Drive integrations with core enterprise systems including Salesforce CRM, Oracle ERP, Azure Dev Ops, Remedy ITSM/CMDB, Amazon Connect, and additional tools.
* Partner collaboratively across internal teams—system integrators, Dev Ops, Integration, Business Intelligence, Security/Compliance, and Customer Success—to deliver innovative and scalable solutions.
* Design and implement automated workflows, business process improvements, and data-driven solutions aligned with Itron’s CSM target architecture.
* Ensure compliance with Service Now best practices, architectural standards, and governance.
* Deliver enhancements, new features, change requests, and customer-impacting improvements across the Service Now platform.
* Support data cleansing, enrichment, conversion, and migration activities during transformation from legacy systems.
* Prepare and maintain system configuration documentation; work closely with IT support, development, and integration teams.
* Contribute to additional Service Now initiatives beyond CSM as needed.
* Stay current on emerging Service Now CSM capabilities, industry innovations, and utilities/energy sector trends.## ## ##
** Required Skills & Experience
*** Bachelor’s degree (or equivalent experience) in Computer Science, Management Information Systems, or a related field.
* 5-10 years of Service Now experience, including 3–5+ years dedicated to CSM Pro/Pro+ (Entitlements/SLA, Case/Tasking, Playbooks/Flow Designer, Portal/Service Catalog, KCS Knowledge, Outage, Virtual Agent/Now Assist, Performance Analytics).
* Proven leadership, ownership mindset, and strong stakeholder management skills.
* Demonstrated experience delivering multiple successful system implementations or conversions in fast‐moving and collaborative environments.
* Deep understanding of customer support, case management, knowledge management, and enterprise workflow best practices.
* Strong analytical capabilities and commitment to reliable, accountable solution delivery.
* Proficiency with Microsoft 365 tools.## ## ##
** Preferred Skills & Experience
*** Experience with or exposure to Oracle E‐Business Suite, Remedy, and Salesforce Service Cloud.
* Familiarity with JavaScript.
* Service Now certifications and end‐user experience are a plus.## ## ##
** Benefits Info:
** This position also includes a competitive benefit package including; financial, social, health and wellbeing programs, paid vacation, 401k matching, employee stock…
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