Service Now Architect

3 days ago

Remote, India Acrocede Technologies Pvt. Ltd. Full time

ServiceNow CSM Architect is responsible for designing, architecture, and implementation of ServiceNow Customer Service Management solutions. Architects should have deep expertise in the CSM module, a solid understanding of enterprise customer service processes, and the ability to deliver scalable and efficient solutions aligned with organizational goals.

**Key Responsibilities**:

- Lead architecture and end-to-end design of ServiceNow CSM solutions 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 the CSM roadmap and architecture strategy based on business needs and ServiceNow platform capabilities.
- Provide technical leadership throughout the CSM project lifecycle from initial discovery through development, testing and deployment.
- Develop and review architecture artifacts 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**:

- Bachelor’s degree in Computer Science, Information Technology or related field.
- 8+ years of experience with ServiceNow platform including 3+ years in an architect role.
- Hands-on experience implementing and configuring **ServiceNow CSM** in 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-specific CSM configurations (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.

**Job Type**: Contractual / Temporary
Contract length: 12 months

Pay: ₹852,812.36 - ₹3,089,589.62 per year

Schedule:

- Rotational shift

**Experience**:

- Total work: 8 years (required)
- Architect: 3 years (required)
- Service Now CSM: 5 years (required)

Work Location: Remote

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