ServiceNow CSM Architect; Hands-on Technical Lead

VE3 is a technology and business consultancy focused on delivering end-to-end technology solutions and products. We have successfully serviced enterprises across multiple markets, including the public and private sectors. Our services span all aspects of business, providing a holistic approach to managing an organization. We are committed to providing technical innovations and tools that empower organizations with critical information to facilitate decision-making that results in business transformation through cost savings and increased operational efficiency.

Our commitment to quality is adopted throughout the organization and sets the foundation for delivering our full suite of capabilities.

Service Now CSM Architect (Hands-on Technical Lead)

Location:

UK Remote (occasional workshops in London)

We are seeking an experienced Service Now CSM Certified Architect with strong hands‑on development capability to lead the technical delivery of a multi‑workstream Service Now transformation programme.

The Architect will own solution design and technical governance across:

• Content Management & Publishing configuration
• Multi‑channel communications integration (Email, Push, Whats App)

This role requires a balance of architecture leadership, hands‑on configuration, and technical oversight of developers.

• Own end‑to‑end technical architecture across all work packages
• Define product‑based segmentation logic and role strategy
• Architect integration patterns for MDM feeds and external APIs
• Ensure maintainable, upgrade‑safe Service Now configuration
• Extend core CSM tables (Service Offerings, Sold Products, Install Base)
• Design and build Flow Designer scheduled and record‑triggered flows
• Configure advanced User Criteria segmentation (multi‑dimensional targeting)
• Architect and oversee development of a multi‑page Service Portal
• Translate Figma wireframes into scalable portal components
• Implement personalised content visibility using User Criteria
• Ensure WCAG 2.1 AA accessibility compliance
• Configure Service Now Content Management & Publishing
• Design approval workflow structures
• Implement notification routing logic (importance + channel based)
• Oversee integration with external messaging APIs (e.g. Whats App)
• Define Automated Test Framework (ATF) strategy
• Conduct peer reviews and code quality checks
• Support UAT and production deployment
• Produce technical documentation and handover materials
• Ensure compliance with GDPR and internal security standards

Service Now Certified Implementation Specialist – CSM

Service Now Certified System Administrator

Service Now Certified Application Developer (highly desirable)

• Extensive Service Now CSM implementation experience
• Strong hands‑on Flow Designer experience
• Service Portal architecture and development knowledge
• User Criteria and role‑based access control design
• REST API integration design and implementation
• Content Publishing and notification configuration
• Automated Test Framework (ATF) experience
• Proven experience as technical lead on Service Now programmes
• Strong understanding of Service Now data model design
• Ability to balance architecture governance with hands‑on delivery
• Experience working in regulated or public‑sector environments desirable
• Experience integrating Whats App for Business APIs
• Experience processing structured data imports (CSV/MDM feeds)
• Familiarity with Service Now Zurich or later versions

• Strong technical leadership and decision‑making capability
• Clear communicator with technical and non‑technical stakeholders
• Comfortable working in fast‑paced transformation environments
• Detail‑oriented with strong quality focus