Job Description

Architect and own end-to-end ServiceNow CSM solutions across customer operations, case management, and service delivery
Strong expertise in CSM core architecture: Accounts, Contacts, Consumers, Cases, Entitlements, SLAs, Interactions, and Task relationships
Design and manage Sold Products, Product Models, and Installed Base Items, including lifecycle and case linkage
Deep understanding of ITSM vs CSM architecture, process boundaries, data models, and customer-centric design
Implement and optimize Advanced Work Assignment (AWA) for skill-based and omnichannel routing
Apply Task Intelligence / Predictive Intelligence for classification, assignment, and automation
Act as ServiceNow Platform Architect/Admin, ensuring platform stability, scalability, and upgrade readiness
Enforce configuration-over-customization and ServiceNow best practices
Expertise in Domain Separation for multi-tenant environments
Design and govern integrations using REST, SOAP, Integration Hub, MID Server, OAuth
Strong knowledge of security, ACLs, and performance optimization
Lead technical design, reviews, and governance across implementations
Mentor teams and provide architectural guidance

Mandatory Skills

Collaborate with IT & business teams to enhance platform capabilities (ITIL aligned)
Monitor platform health, usage, and compliance
Coordinate application and platform upgrades
Maintain technical documentation and processes
Troubleshoot and resolve complex issues
Develop integrations and automate workflows
Participate in testing (Unit, System, Integration, UAT)
Provide 24×7 support for production issues
Act as liaison with vendors
Ensure adherence to security standards
Manage ticket queues and application portfolio
Participate in strategy and roadmap discussions
Communicate effectively with stakeholders