ServiceNow - CSM Architect

What we look for: We are in search of Sr. Consultants – Architects of the ServiceNow 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, 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. The opportunity: ServiceNow 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 . Your key responsibilities: Lead the technical design and architecture for Customer Service Management (CSM) solutions within ServiceNow. Design and optimize end-to-end customer service processes, including case management, entitlements, SLAs, and customer communication flows Integrate CSM with other ServiceNow 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