Job Description: ServiceNow Technical Architect – Customer Service Management (CSM)

Location- Remote

Job Summary

The ServiceNow Technical Architect – CSM is responsible for designing, implementing, and optimizing ServiceNow Customer Service Management (CSM) solutions. This role provides technical leadership, defines solution architecture, ensures platform best practices, and collaborates with business and technical teams to deliver scalable and efficient customer service solutions.

Key Responsibilities

• Design and architect ServiceNow CSM solutions aligned with business requirements.
• Lead technical solution design, development, and implementation activities.
• Configure and customize ServiceNow CSM modules using platform best practices.
• Integrate ServiceNow with external systems and enterprise applications.
• Provide technical guidance and mentorship to developers and implementation teams.
• Review solution designs, code, and configurations to ensure quality and compliance.
• Support platform upgrades, enhancements, and performance optimization.
• Collaborate with stakeholders to translate business needs into technical solutions.
• Develop technical documentation, architecture diagrams, and implementation standards.
• Ensure security, governance, and scalability of ServiceNow solutions.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Strong experience with ServiceNow Customer Service Management (CSM).
• Expertise in ServiceNow platform architecture, scripting, workflows, Flow Designer, IntegrationHub, and REST/SOAP integrations.
• Experience with JavaScript, Service Portal, and platform customization.
• Strong analytical, problem-solving, and communication skills.