▷ 3 Days Left: ServiceNow CSM Architect

4 weeks ago

India Lean IT Inc. Full time

Job Description

Company Description

Welcome to Lean IT Inc., a leading force in the technology sector, specializing in cutting-edge cloud solutions for a diverse array of clients. As an official Salesforce Ridge Partner, we provide expert consultations for optimal Salesforce use, robust customizable solutions, and seamless API integrations. Our expertise spans Data Visualization, Big Data Implementation, Data Migration, and Data Modernization, transforming data into actionable insights. Our team of highly skilled and certified professionals ensures our solutions adhere to best practices in the evolving tech landscape. We also embrace corporate social responsibility as a member of Pledge 1%, contributing to global philanthropy.

Role Description

This is a contract hybrid role for a ServiceNow CSM Architect located in Bengaluru, with some work-from-home acceptable. The ServiceNow CSM Architect will be responsible for designing and implementing ServiceNow solutions, integrating systems, and ensuring architectural consistency. Additional tasks include collaborating with project managers, developers, and other stakeholders to deliver optimal results.

Job Description

Title: ServiceNow CSM Architect

Location:Remote

Experience: Minimum 10 Years

Project Duration: 12 Months (Contract)

Key Responsibilities

The ServiceNow CSM Architect will be responsible for the design, architecture, and implementation of scalable and efficient Customer Service Management (CSM) solutions within the ServiceNow platform. The ideal candidate will have deep CSM expertise and the ability to align platform capabilities with business goals.

Core Responsibilities:

- Lead architecture and end-to-end design of CSM solutions: Case Management, Playbooks, Virtual Agent, AWA, Communities, Knowledge Management, and FSM.
- Collaborate with stakeholders to gather requirements and translate them into scalable technical solutions.
- Define and maintain CSM roadmap and architecture aligned with platform capabilities.
- Provide architectural leadership across the project lifecyclefrom discovery to deployment.
- Create and review architecture documents, high-level designs, and integration specs.
- Ensure compliance with ServiceNow best practices in performance, security, and scalability.
- Support integrations with external platforms (CRM, contact center tools, customer portals).
- Enforce platform governance, standards, and development best practices.
- Mentor development teams and assist with complex configurations/customizations.

Qualifications and Skills

- Bachelor's degree in Computer Science, IT, or a related field.
- 8+ years of ServiceNow experience with 3+ years in an architect role.
- Strong hands-on experience with ServiceNow CSM implementations.
- Proficiency in Flow Designer, IntegrationHub, Virtual Agent, Predictive Intelligence, and Performance Analytics.
- Experience in REST/SOAP API integrations.
- Excellent stakeholder interaction, presentation, and documentation skills.
- Certifications Required:
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist CSM
- Preferred experience with:
- Experience Designer, Employee Center
- Industry-specific CSM configurations (e.g., telecom, public sector)
- Agile/Scrum project delivery

Soft Skills

- Strong problem-solving and analytical thinking.
- Excellent communication both written and verbal.
- Leadership ability with strong stakeholder influence.

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