Job Description
Role Overview
The ServiceNow Solution Architect – Customer Service Management (CSM) leads and directs the end-to-end execution of ServiceNow CSM implementations. You will act as the bridge between customer service business stakeholders and technical delivery teams — translating omnichannel service requirements, case management workflows, and customer self‑service goals into scalable, governed Now Platform solutions.
Key Responsibilities Solution Architecture & Design- Own end-to-end ServiceNow CSM solution architecture, covering Case Management, Customer Self‑Service Portal, Communities, Agent Workspace, Field Service Management integration, and Omnichannel routing.
- Define and enforce platform governance, design standards, coding conventions, and development best practices for CSM implementations.
- Lead requirements workshops and design sessions, consulting on ServiceNow CSM capabilities and customer service standard processes ...