ServiceNow - CSM Architect

Quick Facts

Sr. Consultants / ServiceNow CSM Architect — design and implement advanced Customer Service Management (CSM) solutions on the ServiceNow platform.

Description

As a CSM Architect, you are responsible for designing and implementing advanced Customer Service Management (CSM) solutions. You will ensure alignment with best practices, business goals, and compliance requirements while collaborating with service delivery, customer success, and IT operations teams.

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 (ITSM, FSM, Portal, CMDB) and external CRM or contact center systems.
• Ensure data governance, service consistency, and 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.

Requirements

• At least 5+ years of ServiceNow implementation experience.
• Proven track record in CSM solution design and delivery.
• ServiceNow CAD or CIS certification (CSM specialization preferred).
• Strong knowledge of ITIL and customer service management practices.
• English (C1) or other European languages would be an advantage but not mandatory.
• Bachelor’s or Master’s degree in a technical or business-related field.

Benefits

Opportunity to expand product knowledge, collaborate with global stakeholders across different ServiceNow workflows, and oversee projects from initiation through post–go-live activities.