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Job Description & How to Apply Below
Service Now CSM Architect (Hands-on Technical Lead)
Role Overview
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:
CSM data model extension & product segmentation
Service Portal (web/mobile) implementation
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.
Requirements
Solution Architecture & Design
Own end-to-end technical architecture across all work packages
Design scalable CSM data model extensions
Define product-based segmentation logic and role strategy
Architect integration patterns for MDM feeds and external APIs
Ensure maintainable, upgrade-safe Service Now configuration
Service Now CSM Configuration
Extend core CSM tables (Service Offerings, Sold Products, Install Base)
Design and build Flow Designer scheduled and record-triggered flows
Implement automated user role reconciliation logic
Configure advanced User Criteria segmentation (multi-dimensional targeting)
Service Portal Architecture
Architect and oversee development of a multi-page Service Portal
Translate Figma wireframes into scalable portal components
Ensure responsive design (desktop/tablet)
Implement personalised content visibility using User Criteria
Ensure WCAG 2.1 AA accessibility compliance
Content Publishing & Multi-Channel Delivery
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)
Configure analytics dashboards for content effectivenes
Quality, Governance & Assurance
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
Essential Skills & Experience
Certifications
Service Now Certified Implementation Specialist – CSM
Service Now Certified System Administrator
Service Now Certified Application Developer (highly desirable)
Technical Expertise
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
Architecture & Delivery
Proven experience as technical lead on Service Now programmes
Experience delivering scalable segmentation or entitlement models
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
Desirable Experience
Experience integrating Whats App for Business APIs
Experience processing structured data imports (CSV/MDM feeds)
Experience delivering WCAG 2.1 AA compliant portals
Familiarity with Service Now Zurich or later versions
Personal Attributes
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
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