ServiceNow Architect (CSM)

D‑Techworks; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

D-Techworks seeks an experienced ServiceNow Architect to own end-to-end CSM and ITSM solutions, across customer operations and case management. You will design core CSM architecture, manage product models and installed base items, and ensure platform stability, upgrades, and security.

The role emphasizes governance, multi-tenant domain separation, and REST/SOAP integrations to enable scalable workflows. You will mentor teams, coordinate with vendors, and drive strategy and roadmap discussions

Qualifications

• 8–12 years of experience in ServiceNow implementations.
• Proven design and governance of CSM, ITSM, CMDB, and CSDM.
• Skilled in REST/SOAP integrations and API security.

Responsibilities

• Architect end-to-end ServiceNow CSM solutions across operations, cases, and delivery.
• Lead platform design, upgrades, and governance with vendor coordination.
• Mentor teams and enforce best practices; ensure performance and security.
• Design integrations using REST/SOAP, Integration Hub, MID Server, OAuth.
• Oversee testing, documentation, and 24x7 production support.

Skills

ServiceNow Solution Architect

ServiceNow CSM

ServiceNow Development

ITSM

CMDB & CSDM Framework

REST Integrations

CI/CD Pipelines

REST / SOAP APIs

Job description

• Experience: 8-12 Years (into ServiceNow)
• Mandatory Skills: CSM, ITSM, CMDB, CSDM
• Notice Period: Immediate to 15 Days

Job Description

• Architect and own end-to-end ServiceNow CSM solutions across customer operations, case management, and service delivery
• Strong expertise in CSM core architecture: Accounts, Contacts, Consumers, Cases, Entitlements, SLAs, Interactions, and Task relationships
• Design and manage Sold Products, Product Models, and Installed Base Items, including lifecycle and case linkage
• Deep understanding of ITSM vs CSM architecture, process boundaries, data models, and customer-centric design
• Implement and optimize Advanced Work Assignment (AWA) for skill-based and omnichannel routing
• Apply Task Intelligence / Predictive Intelligence for classification, assignment, and automation
• Act as ServiceNow Platform Architect/Admin, ensuring platform stability, scalability, and upgrade readiness
• Enforce configuration-over-customization and ServiceNow best practices
• Expertise in Domain Separation for multi-tenant environments
• Design and govern integrations using REST, SOAP, Integration Hub, MID Server, OAuth
• Strong knowledge of security, ACLs, and performance optimization
• Lead technical design, reviews, and governance across implementations
• Mentor teams and provide architectural guidance

Mandatory Skills

• ServiceNow Solution Architect
• ServiceNow CSM
• ServiceNow Development
• ITSM
• CMDB & CSDM Framework
• REST Integrations (OAuth, JWT, API Security)
• CI/CD Pipelines
• REST / SOAP APIs

Roles & Responsibilities

• Collaborate with IT & business teams to enhance platform capabilities (ITIL aligned)
• Monitor platform health, usage, and compliance
• Coordinate application and platform upgrades
• Maintain technical documentation and processes
• Troubleshoot and resolve complex issues
• Develop integrations and automate workflows
• Participate in testing (Unit, System, Integration, UAT)
• Provide 24x7 support for production issues
• Act as liaison with vendors
• Ensure adherence to security standards
• Manage ticket queues and application portfolio
• Participate in strategy and roadmap discussions
• Communicate effectively with stakeholders

After you submit your application, our team will evaluate your profile and get back to you with an update.