Description

You will design and deliver scalable ServiceNow Customer Service Management (CSM) architectures aligned with business objectives.

Responsibilities

• Lead end-to-end solution design for Case Management, Knowledge Management, Omni-channel engagement, and Customer Portals.
• Architect integrations with enterprise systems including CRM, ERP, SAP, Salesforce, and legacy applications using API strategies and event-driven models.
• Define target-state processes by collaborating with CX leaders and IT teams to gather requirements and align with enterprise digital strategies.
• Establish development standards, governance frameworks, and coding best practices, ensuring adherence to out-of-the-box principles.
• Guide development teams through agile delivery, sprint planning, and release management while resolving complex technical challenges.

Required Skills

• 10+ years of IT experience, including 5+ years specifically in ServiceNow CSM architecture.
• Deep expertise in CSM module functionalities: case lifecycle, SLAs, escalation workflows, entitlements, and contracts.
• Experience with Customer interaction channels including chat, email, and virtual agents.
• Proven track record of delivering large-scale ServiceNow transformations and customer service operations.
• Strong knowledge of data consistency, governance, migration strategies, and master data alignment.
• Ability to drive adoption of advanced capabilities like Predictive Intelligence and AI.

Preferred Skills

• Experience with automation and AI/GenAI use cases to enhance customer service operations.
• Background in evaluating new ServiceNow features and releases to drive continuous improvement.

Key Skills

Education

Any Gradute