ServiceNow CSM Architect
Job Summary
Leading Customer Service Management (CSM) transformation initiatives, the hybrid Sr. Technical Architect will design scalable ServiceNow solutions, guide clients through process optimization, and collaborate with various stakeholders to ensure successful business outcomes.
Key responsibilities
- Lead workshops and requirements-gathering sessions with client stakeholders to design CSM solutions
- Provide strategic guidance on process design, governance, and service management optimization
- Serve as the primary liaison between business stakeholders and technical teams, ensuring alignment on project deliverables
Required qualifications
- ServiceNow Customer Service Management (CSM) certification and expertise in CSM architecture and implementation
- Proven experience leading at least two end-to-end ServiceNow CSM implementations
- Bachelor's degree in Information Technology, Engineering, Computer Science, or a related discipline
- ITIL v3 or ITIL 4 certification with knowledge of IT Service Management (ITSM) principles
- Experience in process management, improvement, and operational transformation initiatives
Complete Job Description
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