Solution Architect - ServiceNow (8-10 yrs)

Job Title : ServiceNow Solutions Architect - CSM

Experience Required : 8 to 10 years

Key Responsibilities :

1. Solution Architecture & Design

- Architect, design, and implement ServiceNow Customer Service Management (CSM) solutions.

- Define best practices, standards, and governance for ServiceNow CSM implementations.

- Lead technical design sessions and translate business requirements into scalable solutions.

- Design and optimize case management, agent workspace, customer portals, and knowledge management.

- Integrate CSM with external platforms (CRM, ERP, third-party service providers).

2. Implementation & Development :

- Lead the configuration and development of ServiceNow CSM modules, including :

a. Case Management

b. Omnichannel Communication (Email, Chat, Virtual Agent, AI)

c. Knowledge Base & Self-Service Portals

d. Field Service Management (FSM) Integration

e. Automate CSM workflows and business rules using Flow Designer and Scripting.

3. Integration & Automation :

- Implement integrations with Salesforce, Microsoft Dynamics, SAP, and other CRM platforms.

- Use REST/SOAP APIs, Integration Hub, and MID Server for seamless data exchange.

- Leverage ServiceNow AI, ML, and Virtual Agent for customer support automation.

4. Strategy & Advisory :

- Work with business stakeholders to define CSM roadmaps, capabilities, and value realization.

- Provide architectural leadership for CSM adoption, expansion, and best practices.

- Align ServiceNow CSM with ITIL, DevOps, and ITSM processes for efficient service delivery.

Required Skills :

- 8-10 years of experience in ServiceNow architecture and solution design

- Strong expertise in ServiceNow CSM (Case Management, Knowledge, Virtual Agent, Omnichannel)

- Experience with ServiceNow Integration Hub, REST/SOAP APIs, and third-party integrations

- Proficiency in JavaScript, Glide API, Business Rules, UI Scripts, and Flow Designer

- Deep understanding of customer service operations and ITIL frameworks

Nice to Have :

- ServiceNow Certified Implementation Specialist (CIS) - CSM

- Experience with ServiceNow Field Service Management (FSM) and ITSM

- Exposure to AI-driven customer service automation and analytics

- Knowledge of cloud-based CRM solutions and ServiceNow Performance Analytics