ServiceNow CSM Architect

Job Description

ServiceNow CSM Architect

What you'll be working on
• Design and implement comprehensive ServiceNow Customer Service Management (CSM) solutions
• Develop strategic architecture for ITSM and CSM platforms
• Create scalable and efficient workflow configurations
• Customize ServiceNow instances to meet specific organizational needs
• Collaborate with cross-functional teams to optimize service delivery

Responsibilities
• Lead end-to-end implementation of ServiceNow CSM and ITSM platforms
• Analyze current business processes and recommend improvements
• Configure and customize ServiceNow modules, including case management, knowledge base, and portal
• Develop integration strategies with existing enterprise systems
• Create detailed technical documentation and implementation guides
• Provide technical guidance and support during project deployment
• Conduct performance tuning and system optimization
• Mentor junior team members on ServiceNow best practices

Requirements
• Minimum 5+ years of ServiceNow implementation experience in India
• Proven track record of at least 5 successful ITSM & CSM implementations
• Advanced knowledge of ServiceNow platform architecture
• Strong understanding of ITIL framework and service management principles
• Expertise in ServiceNow design, configuration, and customization
• Proficiency in scripting (JavaScript, HTML, CSS)
• Remote work capability
• Excellent communication and problem-solving skills
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