ServiceNow Architect

2 weeks ago

Bengaluru, Karnataka, India Torc Full time ₹ 20,00,000 - ₹ 25,00,000 per year

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

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.

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