Solution Architect - ServiceNow

Job Title : ServiceNow Solutions Architect - CSM Experience Required : 8 to 10 years Key Responsibilities : 1. Solution Architecture & Design - Architect, design, and implement ServiceNow Customer Service Management (CSM) solutions. - Define best practices, standards, and governance for ServiceNow CSM implementations. - Lead technical design sessions and translate business requirements into scalable solutions. - Design and optimize case management, agent workspace, customer portals, and knowledge management. - Integrate CSM with external platforms (CRM, ERP, third-party service providers). 2. Implementation & Development : - Lead the configuration and development of ServiceNow CSM modules, including : a. Case Management b. Omnichannel Communication (Email, Chat, Virtual Agent, AI) c. Knowledge Base & Self-Service Portals d. Field Service Management (FSM) Integration e. Automate CSM workflows and business rules using Flow Designer and Scripting. 3. Integration & Automation : - Implement integrations with Salesforce, Microsoft Dynamics, SAP, and other CRM platforms. - Use REST/SOAP APIs, Integration Hub, and MID Server for seamless data exchange. - Leverage ServiceNow AI, ML, and Virtual Agent for customer support automation. 4. Strategy & Advisory : - Work with business stakeholders to define CSM roadmaps, capabilities, and value realization. - Provide architectural leadership for CSM adoption, expansion, and best practices. - Align ServiceNow CSM with ITIL, DevOps, and ITSM processes for efficient service delivery. Required Skills : - 8-10 years of experience in ServiceNow architecture and solution design - Strong expertise in ServiceNow CSM (Case Management, Knowledge, Virtual Agent, Omnichannel) - Experience with ServiceNow Integration Hub, REST/SOAP APIs, and third-party integrations - Proficiency in JavaScript, Glide API, Business Rules, UI Scripts, and Flow Designer - Deep understanding of customer service operations and ITIL frameworks Nice to Have : - ServiceNow Certified Implementation Specialist (CIS) - CSM - Experience with ServiceNow Field Service Management (FSM) and ITSM - Exposure to AI-driven customer service automation and analytics - Knowledge of cloud-based CRM solutions and ServiceNow Performance Analytics (ref:hirist.tech)

Location: in, IN

Posted Date: 3/26/2025