Senior Tech Lead/Architect - ServiceNow CSM Solutions

Senior Tech Lead / Architect CSM

CloudIT is hiring for one of its leading clients, an advanced technology solutions company with 10,000+ employees and a strong presence across major metro cities including Pune, Noida, Hyderabad, and Bangalore.

We are looking for a highly skilled and experienced Senior Tech Lead / Architect with deep expertise in ServiceNow Customer Service Management (CSM) to lead enterprise-scale digital transformation programs.

Key Responsibilities :

- Lead architecture, design, and implementation of ServiceNow CSM solutions for enterprise clients

- Define end-to-end solution architecture aligned with business goals and platform best practices

- Collaborate with business stakeholders, enterprise architects, and delivery teams to design scalable workflows and customer engagement solutions

- Drive technical governance, platform standards, and architectural reviews across ServiceNow implementations

- Lead development teams and mentor developers, consultants, and administrators

- Design and implement integrations using REST/SOAP APIs, IntegrationHub, MID Server, and third-party enterprise systems

- Build and optimize customer workflows, case management processes, knowledge management, and omnichannel service experiences

- Support platform modernization initiatives involving AI-enabled workflows, automation, and predictive operations

- Participate in estimation, presales solutioning, client workshops, and roadmap discussions

- Ensure platform scalability, performance optimization, security compliance, and operational excellence

- Create and maintain architecture documents, technical design documents, integration specifications, and implementation roadmaps