ServiceNow CSM Architect

ServiceNow CSM Architect Role Summary We are looking for a highly experienced ServiceNow CSM Architect with deep expertise in designing and delivering end-to-end Customer Service Management solutions. The candidate must have strong architectural and implementation experience across the ServiceNow platform, with CSM as the primary specialization and working knowledge of other ServiceNow modules. The individual will own solution architecture, technical design, platform integration, implementation governance and delivery quality, translating complex business requirements into scalable, secure and upgrade-friendly ServiceNow solutions. Key Responsibilities Lead end-to-end ServiceNow CSM architecture, solution design and implementation for enterprise customer service transformation. Define CSM architecture covering case management, customer and contact management, account hierarchies, consumer services, service entitlements, SLAs, queues, assignment rules, escalation and case lifecycle management. Design customer and agent experiences using CSM Configurable Workspace, Customer Service Management portals, self-service capabilities, Knowledge Management and omnichannel engagement. Architect integrations with external CRM, ERP, contact centre/CTI, identity, payment, communication and enterprise applications using REST/SOAP APIs, IntegrationHub and other integration patterns. Design and govern CSM data models, customer/account relationships, access controls, roles, ACLs, data security and platform performance. Evaluate and leverage ServiceNow capabilities such as Advanced Work Assignment, Virtual Agent, Knowledge Management, Predictive Intelligence, automation and Now Assist for CSM. Define scalable workflows using Flow Designer, business rules, script includes, UI policies, client scripts and other platform capabilities, ensuring adherence to ServiceNow best practices. Provide architectural direction for integrations and cross-module processes exposure involving TPSM, ITSM, ITOM, ITAM, HRSD, SPM and SecOps. Identify opportunities for CSM integration with ITSM processes, including incident, problem and change management, where applicable. Drive technical governance, design reviews, development standards, upgrade readiness, performance optimization and customization control. Lead technical discussions with business stakeholders, product owners, developers and platform teams; guide estimation, implementation planning, testing and deployment. Mentor development teams and ensure technical quality across the complete delivery lifecycle. Requirements Mandatory Skills & Experience 10–14+ years of ServiceNow experience, with significant experience in solution architecture and enterprise implementations. Strong hands-on and architectural expertise in ServiceNow CSM, including at least one end-to-end enterprise CSM implementation. Deep understanding of CSM data model, case lifecycle, account/contact management, entitlements, service contracts, SLAs, customer portals and agent workspace. Strong experience in CSM integrations with third-party enterprise applications and external customer platforms. Expert knowledge of ServiceNow platform architecture, application development, scripting, Flow Designer, APIs, security and data management. Strong experience in designing scalable and maintainable solutions using OOTB capabilities and controlled customizations. Proven ability to lead architecture workshops, solution design, technical governance and implementation teams. Good understanding of ITSM and at least two additional ServiceNow modules such as TPSMITOM, ITAM, HRSD, SPM or SecOps. Preferred Skills Exposure to Field Service Management (FSM), industry-specific workflows or other customer service solutions. Experience with ServiceNow IntegrationHub, Service Graph Connectors, CMDB/CSDM and platform integrations. Exposure to Now Assist, Generative AI, Virtual Agent, Predictive Intelligence and automation capabilities. ServiceNow Certified Technical Architect (CTA) or Certified Application Architect (CAA) is an advantage. ServiceNow CIS – Customer Service Management certification is highly preferred. Ideal Candidate A strong CSM specialist who can operate as an enterprise architect, independently own CSM solution design and implementation, and provide cross-platform architectural direction. The candidate must combine deep CSM functional knowledge with strong technical architecture, integration and hands-on platform expertise.