Job Description & How to Apply Below
We are looking for a Service Now Architect with proven expertise in Customer Service Management (CSM), especially in the Pre-Sales and Post-Sales lifecycle modules. The Architect will lead the design and implementation ofscalable Service Now architectures that streamline customer journeys—from lead capture and
onboarding, to contract management, case resolution, and renewals. This role demands strong technical depth, architectural vision, and hands-on experience across multiple Service Now applications.
Key Responsibilities
Architecture& Design
Lead the architecture and high-level design of Service Now CSM Pre-Sales and Post-Sales modules,
including:
Pre-Sales:
Lead/Opportunity Management integration, Customer Onboarding, Entitlement Management.
Post-Sales:
Case Management, Knowledge Management, Contract/SLM, Field Service, Renewals.
Design integrations with CRM (Salesforce, MS Dynamics) for seamless pre-salesto post-salestransitions.
Ensure alignment of architecture with enterprise standards, scalability, and compliance.
Pre-Sales Enablement
Collaborate with sales and solution teamsto demonstrate CSM capabilities to clients.
Translate businessrequirementsinto solution blueprints acrossthe customer lifecycle.
Develop prototypes, architecture diagrams, and effort estimates that cover both pre- and post-sales usecases.
Post-Sales Delivery
Oversee implementations of Service Now CSM modules with focus on customer experience & service quality.
Guide delivery teams on workflows, data models, integrations, and security design.
Act as an escalation point for complex technical issues during post-sales delivery.
Collaboration & Leadership
Partner with client architects, technical leads, and internal cross-functional teams.
Provide thought leadership in designing customer engagement workflows end-to-end.
Mentor developers and junior architects, building a strong CSM capability within the team.
Qualifications
Technical Expertise
Strong hands-on experience in Service Now CSM with specialization in Pre-Sales and Post-Sales lifecycle modules.
Solid background in Service Now architecture, data modeling, Flow Designer, Integration Hub, and REST/SOAP integrations.
Experience with other SN modules (ITSM, ITOM, HRSD, FSM) is a plus.
Certifications (preferred/must-have)
Service Now Certified Technical Architect(CTA) or equivalent experience.
Certified Implementation Specialist – CSM (CIS-CSM).
Service Now CSA (System Administrator).
Relevantmicro-certifications(e.g., Customer Service Management, Integration Hub, Application Portfolio Mgmt).
Other Skills
8+ years in Service Now, with at least 3+ years as an Architect.
Strong communication, consulting, and stakeholder management skills.
Ability to bridge business requirements with technical execution.
Degree in Computer Science, Engineering, or related field.
Why Join Us
Lead enterprise-scale CSM implementations with focus on customer lifecycle transformation.
Opportunity to design end-to-end architectures spanning pre-sales, onboarding, support, and renewals.
Work directly with leadership and global clientsto drive innovation in customer experience
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