ServiceNow CSM Architect in United
Job Description
Role : ServiceNow CSM Architect
Duration: 1 year
Wrok : Remote
Exp - 10+
Please share your resume at anoop.j@precisiontechcorp.com
Required Technical Skills:
• 8–12+ years of ServiceNow experience, with significant experience in architecture and solution design.
• Strong hands-on experience with ServiceNow CSM implementations.
• Deep understanding of the ServiceNow CSM data model, architecture, and platform capabilities.
• Strong experience designing enterprise ServiceNow solutions and translating business requirements into technical architecture.
Key Responsibilities:
• Lead the solution architecture and technical design for ServiceNow CSM implementations and transformation programs.
• Translate business and customer service requirements into scalable ServiceNow CSM solutions.
• Define the overall application architecture, technical approach, data model, integration architecture, and security model.
• Design solutions across:
o CSM Case Management
o Customer & Consumer Management
o Accounts & Contacts
o Case Assignment and Routing
o Entitlements and SLAs
o Knowledge Management
o Customer Service Portal
o CSM Workspace
o Customer Service Management Advanced
o Omni-Channel / Advanced Work Assignment
• Define configuration vs. customization strategy and ensure solutions remain upgrade-friendly.
• Design integrations between ServiceNow CSM and external applications such as CRM, ERP, billing, , customer portals, and enterprise systems.
• Define integration patterns using REST/SOAP, IntegrationHub, MID Server, APIs, Import Sets, and Transform Maps.
• Establish technical standards for ServiceNow development, scripting, integrations, security, data management, and deployment.
• Review technical designs, configurations, scripts, integrations, and custom applications developed by the technical team.
• Provide technical leadership to Senior Developers, Developers, Business Analysts, and QA teams.
• Conduct architecture and code reviews to ensure adherence to ServiceNow best practices.
• Lead technical discussions with customers and stakeholders and present solution options, architecture decisions, and recommendations.
• Identify platform limitations, technical risks, dependencies, and opportunities for process or platform optimization.
• Develop High-Level Design (HLD), Low-Level Design (LLD), integration specifications, data models, and technical architecture documentation.
• Define migration, deployment, upgrade, and release strategies.
• Ensure solutions comply with ServiceNow security, performance, scalability, and maintainability standards.
• Support estimation, planning, technical feasibility assessments, and proposal/RFP activities.
• Participate in ServiceNow upgrades and assess the impact of customizations and platform changes.
• Provide technical guidance during SIT, UAT, production deployment, and post-production stabilization.
• Mentor and coach ServiceNow development teams and establish reusable technical patterns.