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ServiceNow Architect

Smart Info Solutions llcUnited States🇺🇸United StatesPosted 24 Aug 2026

Quick Overview

Seniority
Mid Senior
Work mode
Hybrid
Location
United States
Posted
2 days ago
SOAPACLSAccount ManagementCRMERPCase ManagementJavaScriptRESTServiceNow

Job Description

ServiceNow Architect – CSM
Location: Remote
Job Type: Contract
Experience: 12+ Years
Role: ServiceNow Architect – Customer Service Management (CSM)
Job Description
We are looking for a highly experienced ServiceNow Architect with strong Customer Service Management (CSM) expertise to design, architect, and implement scalable ServiceNow solutions. The ideal candidate should have hands-on experience leading end-to-end CSM implementations and strong knowledge of the ServiceNow platform architecture.
Required Skills
  • 12+ years of overall ServiceNow experience.
  • Strong experience as a ServiceNow Architect / Technical Architect.
  • Must have strong hands-on experience with ServiceNow Customer Service Management (CSM).
  • Experience designing and implementing end-to-end CSM solutions.
  • Strong knowledge of CSM Case Management, Customer/Contact/Account Management, Entitlements, SLAs, Knowledge Management, and Customer Service Workspace.
  • Experience with CSM data model, case lifecycle, workflows, business rules, ACLs, and platform configuration.
  • Strong experience with Flow Designer, IntegrationHub, Business Rules, Script Includes, Client Scripts, UI Policies, and REST/SOAP integrations.
  • Strong JavaScript and ServiceNow scripting skills.
  • Experience integrating ServiceNow CSM with CRM, ERP, CTI/CCaaS, and other enterprise applications.
  • Experience with Service Portal, UI Builder, Workspaces, Virtual Agent, and Omnichannel.
  • Knowledge of Advanced Work Assignment (AWA) and skills-based case routing.
  • Strong understanding of ServiceNow architecture, scalability, performance, security, and upgrade best practices.
  • Experience gathering requirements and translating business requirements into technical architecture and solutions.
  • Ability to create HLD/LLD, architecture diagrams, technical documentation, and implementation plans.
  • Experience working directly with business stakeholders, technical teams, and project leadership.
  • Strong communication and problem-solving skills.
Preferred Qualifications
  • ServiceNow CIS-CSM certification preferred.
  • ServiceNow Certified Application Developer / System Administrator certification is a plus.
  • Experience with ITSM, ITOM, FSM, IntegrationHub, CMDB/CSDM is a plus.
  • Experience with Now Assist / AI capabilities for CSM is a plus.
  • Experience leading large-scale ServiceNow implementations and modernization projects.
Key Responsibilities
  • Lead the architecture and end-to-end design of ServiceNow CSM solutions.
  • Analyze business requirements and develop scalable ServiceNow architecture.
  • Design CSM case management, customer data, workflows, portals, workspaces, and integrations.
  • Provide technical leadership to ServiceNow developers and implementation teams.
  • Review technical designs, configurations, scripts, and integrations.
  • Ensure solutions follow ServiceNow out-of-box and upgrade-safe best practices.
  • Work with stakeholders to identify process improvements and automation opportunities.
  • Troubleshoot complex technical and architectural issues.
  • Support testing, deployment, upgrades, and production implementation.
  • Mentor development teams and provide architectural guidance.

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