Job Description

JOB SUMMARY:

We are seeking an experienced ServiceNow Architect to lead the design and implementation of a migration project to the Customer Service Management (CSM) module. The ideal candidate will have a strong background in ServiceNow architecture, hands-on expertise with CSM, and experience migrating from legacy or other ServiceNow modules to CSM. This role requires deep technical knowledge, solution design experience, and the ability to work closely with stakeholders to ensure a smooth and scalable migration.

JOB RESPONSIBILITIES:

Lead the end-to-end architectural design and technical direction for the ServiceNow CSM migration project. Assess existing ServiceNow modules, configurations, and integrations to develop a detailed migration roadmap. Design scalable and maintainable CSM solutions aligned with business objectives and platform best practices. Define and document the overall architecture, data models, workflows, integrations, and security framework. Collaborate with business analysts, developers, and platform owners to ensure seamless migration and transition. Provide technical leadership and guidance to development and implementation teams. Conduct code reviews, solution validations, and performance optimization activities. Manage integration points with external systems (e.g., CRM, ERP, ITSM). Ensure alignment with ServiceNow best practices and maintain compliance with governance standards. Provide post-migration support and contribute to continuous improvement efforts.

JOB QUALIFICATIONS:

Bachelor's degree in computer science, Information Technology, or related field. 5+ years of hands-on experience in ServiceNow implementation and architecture. Strong expertise in ServiceNow Customer Service Management (CSM) module--configuration, customization, and migration. Experience with ServiceNow platform architecture, including Flow Designer, Integration Hub, UI Policies, Business Rules, and ACLs. Proven experience designing integrations between ServiceNow and third-party systems (e.g., REST/SOAP APIs, MID Servers). Experience migrating from legacy systems or ITSM modules to ServiceNow CSM is highly preferred. ServiceNow Certified System Administrator (CSA) and ServiceNow Certified Implementation Specialist - CSM certification preferred. * Strong analytical, problem-solving, and stakeholder management skills.