ServiceNow - CSM Architect

What we look for

We are seeking Senior Consultants and ServiceNow platform architects who are passionate about creating innovative, bespoke client solutions. The role offers opportunities to expand product knowledge, collaborate with global stakeholders across platform workflows, and contribute as a solution architect, platform owner, or project manager. Candidates should be comfortable initiating discussions and overseeing projects through post-go-live activities.

The opportunity

ServiceNow is a global platform used to manage enterprise service processes and digital workflows. As a CSM Architect, you will design and implement advanced Customer Service Management (CSM) solutions, ensuring alignment with best practices, business goals, and compliance requirements. You will collaborate with service delivery, customer success, and IT operations teams.

Your key responsibilities

• Lead the technical design and architecture for Customer Service Management (CSM) solutions within ServiceNow.
• Design and optimize end-to-end customer service processes, including case management, entitlements, SLAs, and customer communication flows.
• Integrate CSM with other ServiceNow modules, including ITSM, FSM, Portal, and CMDB, as well as external CRM or contact center systems.
• Ensure data governance, service consistency, and a high-quality customer experience across the platform.
• Collaborate with stakeholders to gather business and functional requirements and translate them into scalable ServiceNow CSM solutions.
• Define CSM workflows and automation to support case resolution, agent productivity, and customer engagement.
• Oversee CSM reporting, dashboards, and analytics to measure service performance, SLAs, and customer satisfaction.

Skills and attributes for success

To excel in this role, you must have a comprehensive understanding of the platform and confidence in implementation, customization, or maintenance projects. This may be demonstrated through:

• Deep knowledge of the ServiceNow Customer Service Management (CSM) module.
• Hands-on experience with case management, entitlements, SLAs, and customer communication channels.
• Familiarity with integrations to CRM systems, contact centers, or self-service portals.
• Experience aligning CSM with ITSM or other ServiceNow workflows for seamless service delivery.
• Excellent stakeholder management, communication, and presentation skills.

To qualify for the role

• At least 5+ years of ServiceNow implementation experience.
• A proven track record in CSM solution design and delivery.
• ServiceNow CAD or CIS certification; CSM specialization is preferred.
• Strong knowledge of ITIL and customer service management practices.

Ideally, you’ll also have

• English proficiency at C1 level; other European languages are an advantage but not mandatory.
• A Bachelor’s or Master’s degree in a technical or business-related field.