Architect - ServiceNow, CSM

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.


Primary Responsibilities:

CSM Architecture & Solution Design
Own end-to-end architecture of CSM modules including Case, Accounts/Contacts, Entitlements, Omni-Channel, Playbooks, Knowledge, and SLAs
Design high-performing case lifecycle, interaction flows, and multi-channel engagement patterns
Architect advanced CSM features such as:
Customer portals
Configurable Workspaces
Advanced Work Assignment (AWA)
Skills-based routing
Process Automation
Customer Contracts & Entitlements
External user workflows
Establish CSM design standards, reusable patterns, and best practices
AI implementation for end user in case management
User Externalization (Deep Expertise Required)
Architect external user management end-to-end for customers, partners, volunteers, distributors, or third-party users accessing CSM capabilities
Define and implement User Externalization models, including:
Customer (consumer) user model
Partner & vendor user model
B2B account/contact hierarchy
Multi-account, multi-contact access structures
Portal & workspace entitlements
Design role-based access controls for external users:
CSM roles (sn_customerservice.*)
Case-specific access management
Data separation and domain-separation patterns
Ensure secure authentication for external users:
SSO, SAML, OAuth, MFA
Federated identity solutions
Architect data visibility rules for external users including:
Case visibility constraints
Company/account scoping
Contact-based restrictions
Implement external user onboarding and lifecycle automation using Workflow/Flow Designer
Ensure compliance with privacy/security (HIPAA, GDPR, PII) when exposing data externally
Integration & Platform Engineering
Lead API-based integrations with CRM, ERP, ESB/Mulesoft, telephony, and data platforms
Architect reusable patterns using REST, SOAP, IntegrationHub, Spokes, Webhooks, Event Framework
Ensure performance optimization, error handling, API security, and throttling mechanisms
Guide UI Builder/Workspace design for modern CSM experience
Governance, Compliance & Best Practices
Establish coding standards, architecture guardrails, and platform governance frameworks
Conduct design reviews, code reviews, and platform health checks
Ensure compliance with security, audit, access control, HIPAA/PII standards
Lead architecture board documentation and technical decision records
Leadership, Stakeholder Management & Delivery Oversight
Serve as the technical authority for CSM across business and IT
Partner with product owners, engineering teams, and enterprise architects
Lead solution workshops, roadmap planning, technical assessments, and PoCs
Mentor developers and uplift platform engineering capability
Support release planning, performance testing, deployment
Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications:

Bachelor's degree or equivalent experience
Solid expertise in Glide API, Script Includes, Business Rules, Client Scripts, UI Policies, UI Actions
Mastery of Flow Designer, Workflow, Data Policies, Access Control Rules (ACLs)
Proficiency in CMDB, Discovery, Service Mapping concepts (awareness for CSM dependencies)
Advanced knowledge of UI Builder, Configurable Workspaces, and Portal design
Understanding of Scoped Applications, App Engine Studio, table architecture
Performance & Security
Deep experience in performance optimization:
Query tuning
Table index strategies
Avoiding long-running transactions
Strong understanding of:
Role-based access control (RBAC)
Domain separation
Data isolation
Audit logging
Integration Hub & APIs
REST/SOAP APIs, scripted REST, Outbound integrations, OAuth2/JWT
IntegrationHub spokes (MS Teams, Salesforce, Mulesoft, custom spokes)
DevOps & Quality
Familiarity with ATF, CI/CD pipelines, versioning strategy, and automated deployments
Familiarity with test automation tools selenium , playright
CSM-Specific Skills
CSM data models (Account, Contacts, Case, Consumer, Partner)
Interaction management and Omni-Channel
Playbooks, decision trees, guided flows
Skills & queue routing strategies
Entitlements, SLAs, major issue management
Partner Service Center and B2B2C models
Knowledge-centered service (KCS)
External user case visibility rules

Preferred Qualifications:

Certifications
CSA, CIS-CSM, CIS-ITSM, CAD
ServiceNow Certified Technical Architect (CTA)
ITIL v4 certification