Principal IT Solution Delivery - Service CSM Delivery Architect

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.

• 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.

• 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.

• 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.

This position also includes a competitive benefit package including financial, social, health and wellbeing programs, paid vacation, 401k matching, employee stock purchase program, hybrid work schedule, and more!

The successful candidate’s starting salary will be determined based on permissible, non‑discriminatory factors such as skills and experience and may vary by location. The base salary is $96,000‑175,000 annually. This position is eligible for our annual bonus program.

Itron is proud to be an Equal Opportunity Employer.

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