Senior ServiceNow CSM Architect & Delivery Leader

Itron, Inc.; Texas; Hybrid; USD 96,000 - 175,000; Full time

Benefits offered by this job

Hybrid work schedule

401k matching

Employee stock purchase program

Paid vacation

Health and wellbeing programs

Social programs

Job summary

Itron, Inc. seeks an innovative and collaborative ServiceNow CSM Expert to lead the architecture, optimization, and ongoing evolution of our enterprise-wide CSM capabilities across global utilities customers.

The ideal candidate brings deep hands-on ServiceNow CSM expertise, strong business process acumen, and the ability to work authentically and agilely across crossfunctional teams—including Customer Success, DevOps, Integration, Security/Compliance, and system implementation partners—to

Qualifications

• Bachelor's degree in CS, MIS, or related field.
• 5-10 years of ServiceNow experience including 3-5+ years dedicated to CSM Pro/Pro+ (Entitlements/SLA, Case/Tasking, Playbooks/Flow Designer, Portal/Service Catalog, Knowledge, Outage, Virtual Agent/Now Assist, Analytics).
• Proven leadership, ownership mindset, and stakeholder management skills.
• Experience delivering multiple successful system implementations or conversions in fast-moving environments.
• Deep understanding of customer support, case management, knowledge management, and enterprise workflow best practices.

Responsibilities

• Architect, configure, and optimize ServiceNow CSM capabilities to support a unified, modern customer engagement ecosystem.
• Lead solution design, Tier 3 support, and platform ownership with an agile, customer-centric approach.
• Drive integrations with Salesforce, Oracle ERP, Azure DevOps, Remedy, Amazon Connect, and other tools.
• Collaborate across internal teams and partners to deliver scalable, innovative solutions.
• Design automated workflows and data-driven improvements aligned with CSM target architecture.

Skills

ServiceNow CSM

Stakeholder management

Solution design

Platform ownership

JavaScript familiarity

ServiceNow certifications

Team collaboration

Analytical skills

Education

Bachelor's degree in Computer Science / MIS or related field

Tools

Salesforce integration

Oracle ERP integration

Azure DevOps integration

Remedy ITSM/CMDB

Amazon Connect integration

Job description

Itron, Inc. seeks an innovative and collaborative ServiceNow CSM Expert to lead the architecture, optimization, and ongoing evolution of our enterprise-wide CSM capabilities across global utilities customers.

The ideal candidate brings deep hands-on ServiceNow CSM expertise, strong business process acumen, and the ability to work authentically and agilely across crossfunctional teams—including Customer Success, DevOps, Integration, Security/Compliance, and system implementation partners—to