ServiceNow - CSM Architect
Listed on 2026-01-15
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IT/Tech
IT Project Manager, IT Consultant, Technical Support, Systems Analyst
What we look for
We are in search of Sr. Consultants – Architects of the Service Now platform who are passionate about creating innovative and bespoke solutions for our clients.
We value individuals who wish to expand their product knowledge, collaborate with global stakeholders across different workflows of the platform,-public
and join as solution architect, platform owner, or project management roles.
If you are keen on initiating discussions and overseeing projects right up to post–go-live activities – we are looking for you.
Service Now is a global platform widely used to manage enterprise service processes and digital workflows.
As a CSM Architect, you will be 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.
Lead tagasi railway design and architecture for Customer Service Management (CSM) solutions within Service Now.
Design and optimize end-to-end customer service processes, including case management, entitlements, SLAs, and customer communication flows
Integrate CSM with other Service Now 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 Service Now 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.
To excel in this role, you must possess a comprehensive understanding of the platform and exhibit confidence in implementation, customization, or maintenance projects. This may be demonstrated through:
Deep knowledge of the Service Now Customer Service Management (CSM) module.
Hands‑on experience with case management, entitlements, SLAs, and customer communication channels.
Familiarity with integration to CRM systems, contact centers, or self‑service portals.
Experience in aligning CSM with ITSM or other Service Now workflows for seamless service delivery.
Excellent stakeholder management, communication, and presentation skills.
At least 5+ years of Service Now implementation experience.
Proven track record in CSM solution design and delivery.
Service Now 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.
A Bachelor’s or Master’s degree in a technical or business‑related field.
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