ServiceNow CSM Architect Position
Listed on 2026-09-04
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Software Development
Software Architect
Service Now CSM Architect
We are looking for an experienced Service Now CSM Architect to lead the architecture, design, and implementation of Customer Service Management (CSM) solutions on the Service Now platform. The ideal candidate will have strong expertise in Service Now CSM, enterprise architecture, integrations, and customer service processes, with the ability to translate business requirements into scalable and sustainable technical solutions.
Lead the end-to-end architecture and design of Service Now CSM solutions. Partner with business stakeholders, product owners, and technical teams to understand customer service requirements and translate them into Service Now solutions. Design and implement CSM capabilities including:
Customer and Contact Management Case Management Customer Service Management workflows Account and Relationship Management Service Catalog and self-service Customer portals and digital experiences Omni-channel customer engagement Define solution architecture, technical standards, integration patterns, and development best practices. Design integrations between Service Now CSM and enterprise applications using REST/SOAP APIs, Integration Hub, MID Server, and other integration technologies. Provide technical leadership for Service Now implementations, upgrades, enhancements, and platform optimization.
Review technical designs and ensure solutions are scalable, secure, maintainable, and aligned with Service Now best practices. Work closely with developers, administrators, business analysts, and QA teams throughout the implementation lifecycle. Identify opportunities to improve customer service processes through automation and Service Now capabilities. Support data migration, integrations, testing, deployment, and production stabilization. Troubleshoot complex platform and integration issues and provide architectural guidance.
Develop technical documentation including solution designs, architecture diagrams, integration specifications, and implementation guidelines. Mentor Service Now developers and technical team members.
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