Senior ServiceNow CSM Architect: Design & Delivery

Spyrosoft Ltd; United States; On-site; USD 140,000 - 180,000; Full time

Job summary

Spyrosoft Ltd is seeking Sr. Consultants who will act as Architects of the ServiceNow platform, focusing on Customer Service Management (CSM).

You will design and implement advanced CSM solutions, align with business goals, and work with service delivery, customer success, and IT operations teams. As a CSM Architect, you will lead technical design, drive workflows, ensure data governance, and collaborate with stakeholders to translate requirements into scalable solutions.

Qualifications

• Minimum 5+ years of ServiceNow implementation experience.
• Proven track record in CSM solution design and delivery.
• ServiceNow CAD or CIS certification (CSM specialization preferred).
• Strong knowledge of ITIL and customer service management practices.

Responsibilities

• Lead the technical design and architecture for CSM solutions within ServiceNow.
• Design end-to-end customer service processes: case management, entitlements, SLAs, and communications.
• Integrate CSM with ITSM, FSM, Portal, CMDB and external CRM systems.
• Ensure data governance, service consistency, and high-quality customer experience across the platform.
• Collaborate with stakeholders to translate business needs into scalable CSM solutions.
• Define CSM workflows and automation to support case resolution and agent productivity.
• Oversee CSM reporting, dashboards, and analytics for service performance and satisfaction.

Skills

CSM Module expertise

Case management

Entitlements & SLAs

Customer communication channels

ITIL knowledge

Stakeholder management

Education

Bachelor’s or Master’s degree in technical or business field

ServiceNow CAD/CIS certification (CSM)

Job description

Spyrosoft Ltd is seeking Sr. Consultants who will act as Architects of the ServiceNow platform, focusing on Customer Service Management (CSM).

You will design and implement advanced CSM solutions, align with business goals, and work with service delivery, customer success, and IT operations teams. As a CSM Architect, you will lead technical design, drive workflows, ensure data governance, and collaborate with stakeholders to translate requirements into scalable solutions.