Servicenow Architect

We are looking for an experienced Senior ServiceNow Developer Solution Architect with strong CSM expertise to design and deliver scalable ServiceNow solutions across customer service operations.

Key Responsibilities

• Architect and own end-to-end ServiceNow CSM solutions across customer operations, case management, and service delivery
• Strong expertise in CSM core architecture including:
• Accounts
• Contacts
• Consumers
• Cases
• Entitlements
• SLAs
• Interactions
• Task relationships
• Design and manage Sold Products, Product Models, and Installed Base Items, including lifecycle and case linkage
• Deep understanding of ITSM vs CSM architecture, process boundaries, data models, and customer-centric design
• Implement and optimize Advanced Work Assignment (AWA) for skill-based and omnichannel routing
• Apply Predictive Intelligence Task Intelligence for classification, assignment, and automation
• Act as ServiceNow Platform Architect/Admin, ensuring platform stability, scalability, and upgrade readiness
• Enforce configuration-over-customization and ServiceNow best practices
• Implement Domain Separation for multi-tenant or multi-customer environments
• Design and govern integrations using:
• REST
• SOAP
• Integration Hub
• MID Server
• OAuth
• Ensure strong security, ACL configuration, data access control, and performance optimization
• Lead technical design reviews and architecture governance
• Mentor development teams and provide architectural guidance throughout the delivery lifecycle

Mandatory Skills

• ServiceNow Solution Architect
• ServiceNow Developer
• Customer Service Management (CSM)
• ITSM
• CMDB & CSDM Framework
• REST Integrations (OAuth, JWT, API Security)
• CI/CD Pipelines
• REST SOAP APIs

Skills to Evaluate

• ServiceNow Solution Architect
• ServiceNow Developer
• ITSM
• CMDB Framework
• REST Integrations (OAuth, JWT, API Security)
• CI/CD Pipelines
• REST SOAP APIs
• CSM