Description

1. Solution Architecture & Design

· Define and deliver scalable, secure, and high-performing ServiceNow CSM architectures aligned with business objectives
· Lead end-to-end solution design including Case Management, Knowledge Management, Omni-channel engagement, and Customer Portals
· Develop architecture blueprints, data models, integration frameworks, and deployment

2. CSM Module Expertise

· Design and implement core ServiceNow CSM functionalities:
· Case lifecycle management
· SLAs and escalation workflows
· Entitlements and contracts
· Knowledge base and self-service portals
· Customer interaction channels (chat, email, virtual agent)
· Drive adoption of advanced CSM capabilities such as Predictive Intelligence and AI-

3. Integration & Data Strategy

· Architect integrations with enterprise systems (CRM, ERP, SAP, Salesforce, legacy applications)
· Define API strategies, middleware usage, and event-driven integrations
· Ensure data consistency, governance, migration strategy, and master data alignment

4. Stakeholder Engagement

· Collaborate with business stakeholders, CX leaders, and IT teams to gather requirements and define target-state processes
· Provide strategic advisory on customer experience transformation and service optimization
· Align architecture with enterprise IT and digital strategies

5. Governance & Best Practices

· Establish ServiceNow development standards, governance frameworks, and coding best practices
· Ensure adherence to ServiceNow out-of-the-box (OOB) principles and minimize customizations
· Lead design reviews, solution validations, and audit compliance

6. Delivery Leadership

· Guide development teams and provide technical leadership throughout project lifecycle
· Support agile delivery, sprint planning, backlog prioritization, and release management
· Mitigate risks and resolve complex technical challenges

7. Performance Optimization & Innovation

· Monitor solution performance and drive continuous improvement
· Identify automation and AI/GenAI use cases to enhance customer service operations
· Evaluate new ServiceNow features/releases and drive adoption

Experience

· 10+ years of IT experience, with 5+ years in ServiceNow CSM architecture
· Proven track record of delivering large-scale ServiceNow transformations
· Experience in customer service operations or CX transformation programs

Key Skills

Education

Any Gradute