07/09/2025) ServiceNow Architect

2 days ago

Bengaluru, Karnataka, India Torc Full time
Job Description

Type(Full Time/Contract): Full time

Mode(Hybrid/Remote/Onsite): Onsite

Location(if Onsite): Bangalore/Hyderabad

No of Interviews: 2-3 rounds

Joining Date: Immediate

ServiceNowCSMArchitectis responsible for designing,architecture, and implementation of ServiceNow Customer Service Management solutions.Architectsshould have deep expertise in theCSMmodule, a solid understanding of enterprise customer service processes, and the ability to deliver scalable and efficient solutions aligned with organizational goals.

Key Responsibilities:

- Leadarchitectureand end-to-end design of ServiceNowCSMsolutions including Case Management, Playbooks, Virtual Agent, Advanced Work Assignment, Communities, Knowledge Management and Field Service Management.
- Collaborate with business stakeholders, product owners, and technical teams to gather and translate requirements into robust technical solutions.
- Define and maintain theCSMroadmap andarchitecturestrategy based on business needs and ServiceNow platform capabilities.
- Provide technical leadership throughout theCSMproject lifecycle from initial discovery through development, testing and deployment.
- Develop and reviewarchitectureartifacts including high-level designs, data flow diagrams and integration specifications.
- Ensure platform alignment with ServiceNow best practices, including performance, security and scalability.
- Support integration with third-party platforms such as CRM systems, contact center tools and customer portals.
- Lead governance of the ServiceNow platform and enforce development standards and practices.
- Mentor developers and provide guidance on complex configurations and customizations.

Qualifications and Skills:

- Bachelors degree in Computer Science, Information Technology or related field.
- 8+ years of experience with ServiceNow platform including 3+ years in anarchitectrole.
- Hands-on experience implementing and configuringServiceNowCSMin a complex enterprise environment.
- Strong knowledge of core ServiceNow platform capabilities: Flow Designer, IntegrationHub, Virtual Agent, Predictive Intelligence, Case Lifecycle, and Performance Analytics.
- Experience with REST/SOAP API integrations.
- Excellent stakeholder engagement, solution presentation and documentation skills.ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Implementation Specialist CSM.
- Experience with Experience Designer, Employee Center, or Industry-specificCSMconfigurations (e.g., telecom, public sector).
- Agile/Scrum delivery experience.

Soft Skills:

- Strong analytical and problem-solving skills.
- Excellent verbal and written communication.
- Leadership mindset with the ability to influence at all levels.

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