ServiceNow CSM Solution Architect

Quick Facts

• Role: ServiceNow CSM Solution Architect (Customer Service Management)

• Focus: Lead CSM transformation, workshops, and scalable ServiceNow solution design

Description

Lead Customer Service Management (CSM) transformation initiatives by designing scalable ServiceNow solutions and guiding process optimization for digital service delivery. Run CSM workshops and discovery sessions, translate business objectives into solution designs aligned with ServiceNow best practices, and coordinate decisions between business stakeholders and technical teams. Review deliverables for quality and scalability and maintain the required process and governance documentation.

Responsibilities

• Lead ServiceNow CSM workshops, discovery sessions, and requirements-gathering with client stakeholders

• Architect CSM solutions aligned with business objectives and ServiceNow best practices

• Provide strategic guidance on process design, governance, and service management optimization

• Review and monitor project deliverables to ensure quality, scalability, and alignment with client requirements

• Serve as primary liaison between business stakeholders and technical teams for process-related discussions and solution decisions

• Develop, standardize, and improve operational processes to enhance service delivery, customer satisfaction, and cost efficiency

• Create and maintain process documentation, business requirements, solution artifacts, and project deliverables

• Support presales and transition activities with sales and solution consulting teams (demonstrations, workshops, and handoffs)

Requirements

• ServiceNow Customer Service Management (CSM) certification

• Demonstrated expertise in ServiceNow CSM architecture and implementation

• Experience leading at least two end-to-end ServiceNow CSM implementations

• Strong experience conducting client workshops, requirements gathering, and solution design sessions

• Bachelor’s degree in IT, Engineering, Computer Science, or related discipline

• ITIL v3 or ITIL 4 certification and solid knowledge of IT Service Management (ITSM) principles

• Experience in process management, process improvement, governance, and operational transformation initiatives

• Strong stakeholder management and communication skills for business and technical audiences

• Experience creating business documentation, solution designs, and project governance artifacts

Benefits

• Medical/Dental/Vision/Life Insurance

• Paid holidays plus Paid Time Off

• 401(k) plan and contributions

• Long-term/Short-term Disability

• Paid Parental Leave

• Employee Stock Purchase Plan