ServiceNow CSM Architect

Precision Technologies; United States; On-site; USD 140,000 - 190,000; Full time

Job summary

Precision Technologies seeks an experienced ServiceNow Architect to lead CSM solution design and enterprise architecture. You will translate business requirements into scalable CSM solutions, define data models, and establish integration patterns across CRM, ERP, and identity systems.

You will drive technical standards, review designs, mentor teams, and guide customers through architecture decisions, upgrades, and deployment strategies to ensure secure, scalable, and maintainable ServiceNow

Qualifications

• 8–12+ years of ServiceNow experience with architecture and solution design.
• Strong hands-on experience with ServiceNow CSM implementations.
• Deep understanding of the ServiceNow CSM data model, architecture, and platform capabilities.
• Strong experience designing enterprise ServiceNow solutions and translating business requirements into technical architecture.

Responsibilities

• Lead the solution architecture and technical design for ServiceNow CSM implementations and transformation programs.
• Translate business and customer service requirements into scalable ServiceNow CSM solutions.
• Define the overall application architecture, technical approach, data model, integration architecture, and security model.
• Define integration patterns using REST/SOAP, IntegrationHub, MID Server, APIs, Import Sets, and Transform Maps.
• Establish technical standards for ServiceNow development, scripting, integrations, security, data management, and deployment.
• Review technical designs, configurations, scripts, integrations, and custom applications developed by the technical team.
• Provide technical leadership to Senior Developers, Developers, Business Analysts, and QA teams.
• Conduct architecture and code reviews to ensure adherence to ServiceNow best practices.
• Lead technical discussions with customers and stakeholders and present solution options, architecture decisions, and recommendations.
• Identify platform limitations, technical risks, dependencies, and opportunities for process or platform optimization.
• Develop High‑Level Design (HLD), Low‑Level Design (LLD), integration specifications, data models, and technical architecture documentation.
• Define migration, deployment, upgrade, and release strategies.
• Ensure solutions comply with ServiceNow security, performance, scalability, and maintainability standards.
• Support estimation, planning, technical feasibility assessments, and proposal/RFP activities.
• Participate in ServiceNow upgrades and assess the impact of customizations and platform changes.
• Provide technical guidance during SIT, UAT, production deployment, and post‑production stabilization.
• Mentor and coach ServiceNow development teams and establish reusable technical patterns.

Skills

ServiceNow expert

CSM architecture

Enterprise design

Technical leadership

Tools

REST/SOAP

IntegrationHub

MID Server

APIs

Import Sets

Transform Maps

Job description

Required Technical Skills:

• 8–12+ years of ServiceNow experience, with significant experience in architecture and solution design.
• Strong hands‑on experience with ServiceNow CSM implementations.
• Deep understanding of the ServiceNow CSM data model, architecture, and platform capabilities.
• Strong experience designing enterprise ServiceNow solutions and translating business requirements into technical architecture.

Key Responsibilities:

• Lead the solution architecture and technical design for ServiceNow CSM implementations and transformation programs.
• Translate business and customer service requirements into scalable ServiceNow CSM solutions.
• Define the overall application architecture, technical approach, data model, integration architecture, and security model.
  • CSM Case Management
  • Accounts & Contacts
  • Case Assignment and Routing
  • Entitlements and SLAs
  • Knowledge Management
  • Customer Service Portal
  • CSM Workspace
  • Customer Service Management Advanced
  • Omni-Channel / Advanced Work Assignment
• Define configuration vs. customization strategy and ensure solutions remain upgrade‑friendly.
• Design integrations between ServiceNow CSM and external applications such as CRM, ERP, billing, identity, customer portals, and enterprise systems.
• Define integration patterns using REST/SOAP, IntegrationHub, MID Server, APIs, Import Sets, and Transform Maps.
• Establish technical standards for ServiceNow development, scripting, integrations, security, data management, and deployment.
• Review technical designs, configurations, scripts, integrations, and custom applications developed by the technical team.
• Provide technical leadership to Senior Developers, Developers, Business Analysts, and QA teams.
• Conduct architecture and code reviews to ensure adherence to ServiceNow best practices.
• Lead technical discussions with customers and stakeholders and present solution options, architecture decisions, and recommendations.
• Identify platform limitations, technical risks, dependencies, and opportunities for process or platform optimization.
• Develop High‑Level Design (HLD), Low‑Level Design (LLD), integration specifications, data models, and technical architecture documentation.
• Define migration, deployment, upgrade, and release strategies.
• Ensure solutions comply with ServiceNow security, performance, scalability, and maintainability standards.
• Support estimation, planning, technical feasibility assessments, and proposal/RFP activities.
• Participate in ServiceNow upgrades and assess the impact of customizations and platform changes.
• Provide technical guidance during SIT, UAT, production deployment, and post‑production stabilization.
• Mentor and coach ServiceNow development teams and establish reusable technical patterns.