Preferred Certifications
- ServiceNow Certified System Administrator (CSA)
- Certified Application Developer (CAD)
- Certified Implementation Specialist – Customer Service Management (CIS-CSM)
- ServiceNow Certified Technical Architect (CTA) – highly preferred
Key Responsibilities:
- Lead the solution architecture and technical design for ServiceNow CSM implementations and transformation programs.
- Translate business and customer service requirements into scalable ServiceNow CSM solutions.
- Define the overall application architecture, technical approach, data model, integration architecture, and security model.
- Design solutions across:
- CSM Case Management
- Customer & Consumer Management
- Accounts & Contacts
- Case Assignment and Routing
- Entitlements and SLAs
- Knowledge Management
- Customer Service Portal
- CSM Workspace
- Customer Service Management Advanced
- Omni-Channel / Advanced Work Assignment
Required Technical Skills:
- 8–12+ years of ServiceNow experience, with significant experience in architecture and solution design.
- Strong hands-on experience with ServiceNow CSM implementations.
- Deep understanding of the ServiceNow CSM data model, architecture, and platform capabilities.
- Strong experience designing enterprise ServiceNow solutions and translating business requirements into technical architecture.
* Strong knowledge of:
o CSM Case Management
o Accounts & Contacts
o Consumer Management
o Customer Service Portal
o CSM Workspace
o Entitlements
o SLAs
o Knowledge Management
o Case Assignment & Routing
o Advanced Work Assignment
o Omni-Channel
* Strong ServiceNow platform knowledge including:
o Business Rules
o Script Includes
o Client Scripts
o UI Policies
o ACLs
o Flow Designer
o IntegrationHub
o UI Builder / Now Experience
o Scoped Applications
o Update Sets / Application Repository
* Strong experience designing REST/SOAP/API-based integrations.
* Experience with MID Server, IntegrationHub, Import Sets, Transform Maps, and data migration.
* Strong understanding of ServiceNow security and access control architecture.
* Knowledge of ServiceNow performance optimization and scalability considerations.
* Experience with enterprise application architecture and integration patterns.
Architecture & Design Skills
The candidate should be capable of independently defining:
* Solution Architecture
* Application Architecture
* Integration Architecture
* Data Architecture
* Security Architecture
* Technical Design
* Customization Strategy
* Deployment & Release Strategy
* Data Migration Strategy
* Upgrade Strategy
* Non-functional Requirements
* Performance & Scalability Approach