We are looking for an experienced ServiceNow CSM Architect with strong expertise in ServiceNow Customer Service Management (CSM) and enterprise ServiceNow implementations.
The ideal candidate should have a strong understanding of ServiceNow CSM architecture, platform capabilities, system integrations, and customer service workflows.
The consultant will be responsible for designing scalable ServiceNow CSM solutions, guiding technical implementations, and collaborating with business stakeholders and development teams to deliver effective customer service management solutions.
Design and architect ServiceNow Customer Service Management (CSM) solutions aligned with business requirements.
Define solution architecture, technical design, and platform implementation approaches.
Lead the design and configuration of ServiceNow CSM capabilities and workflows.
Work with stakeholders to understand customer service processes and translate business requirements into technical solutions.
Provide architectural guidance to ServiceNow developers and implementation teams.
Support integrations between ServiceNow CSM and other enterprise applications.
Review solution designs to ensure scalability, maintainability, and platform alignment.
Identify opportunities to improve customer service workflows, automation, and operational efficiency.
Support technical troubleshooting, issue resolution, and platform enhancements.
Collaborate with functional consultants, developers, administrators, and business teams.
Maintain technical documentation and architectural design records.
Ensure solutions follow ServiceNow implementation best practices.
Location: Remote – India
Work Mode: Fully Remote
Contract Duration: 6 Months
BGV/Compliance: Required
Shift Timing: Not Specified
RequirementsRequired Skills & Experience
8+ years of total and relevant experience in ServiceNow, with strong exposure to Customer Service Management (CSM).
Strong understanding of ServiceNow CSM architecture, platform capabilities, and configuration.
Experience designing and implementing ServiceNow CSM solutions.
Knowledge of customer service workflows, case management, and service delivery processes.
Experience translating business requirements into scalable technical solutions.
Understanding of ServiceNow platform configuration, automation, and integrations.
Ability to define technical architecture and guide implementation teams.
Experience collaborating with business stakeholders and technical teams.
Strong analytical, problem-solving, and technical documentation skills.
Excellent communication and stakeholder management capabilities.
Experience with ServiceNow CSM integrations and enterprise applications.
Knowledge of ServiceNow Flow Designer and workflow automation.
Familiarity with ServiceNow ITSM and related platform modules.
Experience in architecture reviews, technical governance, and solution optimization.
Experience working on enterprise-scale ServiceNow implementations.
Ability to work independently in a remote environment.
Strong communication and coordination skills.
Ability to guide development teams and work with cross-functional stakeholders.
No mandatory certifications have been specified by the vendor.
Skills Required
- 8+ years of total and relevant ServiceNow experience
- Strong expertise in ServiceNow Customer Service Management architecture, platform capabilities, and configuration
- Experience designing and implementing ServiceNow CSM solutions
- Knowledge of customer service workflows, case management, and service delivery processes
- Experience translating business requirements into scalable technical solutions
- Understanding of ServiceNow platform configuration, automation, and integrations
- Ability to define technical architecture and guide implementation teams
- Experience collaborating with business stakeholders and technical teams
- Strong analytical, problem-solving, and technical documentation skills
- Excellent communication and stakeholder management capabilities
- Experience with ServiceNow CSM integrations and enterprise applications
- Knowledge of ServiceNow Flow Designer and workflow automation
- Familiarity with ServiceNow ITSM and related platform modules
- Experience in architecture reviews, technical governance, and solution optimization
- Experience working on enterprise-scale ServiceNow implementations
- Ability to work independently in a remote environment
- Strong communication and coordination skills
- Ability to guide development teams and work with cross-functional stakeholders
What We Do
FyerX is a Bengaluru-based digital marketing agency that helps businesses strengthen their online presence and generate leads and sales. Its services span branding, logo and brand-guideline development, photography and video production, UI/UX design, website development, social media marketing, search engine optimization, email marketing, ecommerce marketing, and digital advertising across platforms such as Google, Facebook, Instagram, and YouTube.
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