ServiceNow CSM Architect

3 days ago

Noida, Uttar Pradesh, India Birlasoft Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Country/Region: IN

Requisition ID: 29478

Work Model:

Position Type:

Salary Range:

Location: INDIA - NOIDA- BIRLASOFT OFFICE

Title: ServiceNow CSM Architect

Description:

Area(s) of responsibility
Job Description: Technical Architect – ServiceNow CSM & AI Enablement
Role Summary

We are seeking a highly skilled ServiceNow Technical Architect to lead the design and implementation of Customer Service Management (CSM) solutions, with a strong focus on Now Assist, Virtual Agent, Service Operations Workspace (SOW), and Agentic AI use cases. The ideal candidate will be responsible for defining the technical architecture, ensuring platform scalability, and driving innovation through AI-powered workflows.

Key Responsibilities
  • Architect and lead end-to-end implementation of ServiceNow CSM including case management, account/contact models, and omni-channel support.
  • Design and deploy Now Assist and Virtual Agent experiences tailored to customer service workflows.
  • Integrate Agentic AI features into customer service operations.
  • Define and enforce best practices for platform architecture, data modeling, and performance optimization.
  • Lead technical workshops, solution design sessions, and stakeholder presentations.
  • Mentor developers and junior architects on platform capabilities and implementation strategies.
  • End to end implementation of Service Operations Workspace (SOW).
  • Ensure compliance with security, privacy, and governance standards.
  • Experience with Performance Analytics, Predictive Intelligence, and Flow Designer.
  • Exposure to ServiceNow App Engine Studio and Integration Hub.
  • Knowledge of customer journey mapping and persona-based design.
Required Skills & Experience
  • Proven experience in ServiceNow CSM implementations (minimum 2 full-cycle projects).
  • Hands-on expertise with Now Assist, Virtual Agent Designer, and GenAI/Agentic AI features.
  • Strong understanding of ServiceNow architecture, scripting (Glide, JavaScript), and integration patterns (REST, JDBC, MID Server).
  • Experience with AI/ML use cases in customer service or ITSM environments.
  • Excellent communication and stakeholder management skills.
Certifications Required
  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow Certified Implementation Specialist – CSM
  • ServiceNow Certified Application Developer (CAD)

  • ServiceNow Architect

    1 week ago

    Noida, Uttar Pradesh, India Zorba Consulting Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Description :Job Title : ServiceNow Architect (Custom Applications)Location : NoidaExperience : 10 years in IT, 6 years in ServiceNowResponsibilities : - Lead architecture, design, and delivery of ServiceNow custom applications and enterprise solutions. - Define technical strategy, integration patterns, and data flows for large-scale ServiceNow...

  • ServiceNow

    18 hours ago

    Noida, Uttar Pradesh, India ALIQAN Technologies Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Greetings from ALIQAN TechnologiesHiring service now developer for one of our client MNCJob Description:He should be able to lead end to end ServiceNow delivery projects.Well verse with ITIL/ISO20K and ServiceNow.Must have done multiple ITSM functional consulting assignment.Well aware about Process and tool alignmentMust have handled Integrated setup of...

  • Senior Technical Architect

    4 days ago

    Noida, Uttar Pradesh, India Aelum Consulting - ServiceNow Premier Partner Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About Us:AelumConsultingis aServiceNowPremier Partner with providing end-to-end solutions around ProcessConsultingandServiceNowImplementation. We are committed to entitling clients to reimagine and transform their business withServiceNow.Our team ofServiceNowexperts carefully understand your business requirements and perform a detailed road -mapping to...

  • ServiceNow Developer

    11 hours ago

    Noida, Uttar Pradesh, India Aliqan Technologies Full time ₹ 15,00,000 - ₹ 24,00,000 per year

    He should be able to lead end to end ServiceNow delivery projects.Well verse with ITIL/ISO20K and ServiceNow.Must have done multiple ITSM functional consulting assignment.Well aware about Process and tool alignmentMust have handled Integrated setup of tools (monitoring, service management and dashboarding)Should have hands on experience in ServiceNow CSM,...

  • Servicenow Developer

    1 week ago

    Noida, Uttar Pradesh, India Pyramid It Consulting Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    Sr Service Now DeveloperWe are looking for a dynamic Sr ServiceNow Developer to lead the design and hands-on development of scalable solutions on the ServiceNow platform. This hybrid role involves deep technical leadership, end-to-end solution architecture, and development across ITSM and other ServiceNow modules.Define ServiceNow architecture, ensuring...

  • ServiceNow CSM Developer

    4 days ago

    Noida, Uttar Pradesh, India Aon Corporation Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Job Title- ServiceNow DeveloperPosition type- Full Time       Work Location- Bangalore/Noida/GurugramWorking style- Hybrid      Cab Facility- Yes Shift Time – 12:30PM- 9:30PMRequired education and certifications critical for the role- Any Graduate or Post-Graduate (full time) Required years of experience – 5+ year of relevant experienceAON IS...

  • ServiceNow CSM Developer

    2 days ago

    Noida, Uttar Pradesh, India Aon Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Posting Description:Job Title- ServiceNow DeveloperPosition type- Full TimeWork Location- Bangalore/Noida/GurugramWorking style- HybridCab Facility- YesShift Time – 12:30PM- 9:30PMRequired education and certifications critical for the role- Any Graduate or Post-Graduate (full time)Required years of experience – 5+ year of relevant experienceAON IS IN THE...

  • ServiceNow Developer

    3 days ago

    Noida, Uttar Pradesh, India Aliqan Services Private Limited Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job Type: ServiceNow Project LeadExperience: 5+ yearsLocation: Noida (Hybrid)Contract Duration: 3 Months (Extendable based on performance)Key ResponsibilitiesLead end-to-end ServiceNow delivery projects including analysis, design, configuration, testing, and operational support.Handle ITSM functional consulting assignments and ensure process–tool...

  • ServiceNow Solution Architect

    6 days ago

    Noida, Uttar Pradesh, India Ebizon Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Description : About the Role : We are seeking an experienced ServiceNow Solution Architect to lead end-to-end solution design and delivery within the Financial Services Operations (FSO) domain. The ideal candidate will bring deep technical expertise, strong business acumen, and a collaborative mindset to drive scalable, compliant, and high-performing...

  • ServiceNow Architect

    1 week ago

    Noida, Uttar Pradesh, India Ebizon Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Responsibilities:Lead end-to-end solution design leveraging Financial Services Operations (FSO) and App Engine Studio.Define scalable, reusable architectures for automation, data validation, and integrations (Fiserv, Verafin, DocuSign, Salesforce).Collaborate with business analysts, developers, and QA to ensure alignment with functional and technical...