ServiceNow CSM Solution Consultant / Architect

TechDoQuest; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

TechDoQuest is seeking a ServiceNow CSM Solution Consultant / Architect to blend deep ServiceNow expertise with client-facing, sales, pre-sales, and consulting capabilities. You will reimagine customer service workflows using ServiceNow CSM and help win opportunities through discovery, solutioning, demonstrations, and executive presentations.

The ideal candidate translates business problems into ServiceNow solutions and articulates the value proposition to stakeholders across CIO, COO, and

Qualifications

• 5+ years of hands-on ServiceNow experience.
• Strong experience with ServiceNow CSM.
• CSM certification preferred; CSA certification preferred.
• 3+ years supporting technology sales or pre-sales.
• Experience with integrations, APIs, IntegrationHub, and third-party systems.
• Strong understanding of security, roles, ACLs, and data architecture.
• Excellent presentation and demonstration skills.
• Ability to conduct discovery workshops independently.
• Experience with solution estimation and pricing.
• Experience responding to RFPs/RFIs.

Responsibilities

• Lead ServiceNow CSM discovery and consulting engagements.
• Understand customer service processes, pain points, KPIs, and transformation objectives.
• Design end-to-end ServiceNow CSM solutions aligned with business requirements.
• Develop CSM solution architecture, process flows, integration architecture, and implementation approaches.
• Lead CSM-focused solution workshops.
• Develop statements of work, proposals, and RFP/RFI responses.
• Lead compelling ServiceNow CSM demonstrations and PoCs.
• Support sales teams through discovery to closure.

Skills

Client-facing

Pre-sales

Consulting

Solution design

Presentation

Negotiation

Tools

ServiceNow

APIs

IntegrationHub

Job description

ServiceNow CSM Solution Consultant / Architect who combines deep ServiceNow expertise with strong client-facing, sales, pre-sales, and consulting capabilities.

This role will be responsible for helping customers reimagine their customer service and engagement workflows using ServiceNow CSM, while also supporting sales organization through discovery, solutioning, demonstrations, proposals, estimations, and executive presentations.

The ideal candidate is not just a ServiceNow implementer—they should be able to understand a customer's business problem, translate it into a ServiceNow solution, articulate the value proposition, and help win the opportunity.

Key Responsibilities

• Lead ServiceNow CSM discovery and consulting engagements.
• Understand customer service processes, pain points, KPIs, and transformation objectives.
• Design end-to-end ServiceNow CSM solutions aligned with business requirements.
• Develop CSM solution architecture, process flows, integration architecture, and implementation approaches.
• Provide recommendations across:
• Customer Service Management
• Case Management
• Customer & Contact Management
• Customer Service Portal
• Knowledge Management
• Service Catalog
• Omni-Channel
• Virtual Agent
• Customer Service Operations
• CSM/FSM integrations
• IntegrationHub and APIs
• Partner with Account Executives and sales teams to identify and qualify ServiceNow opportunities.
• Participate in customer discovery meetings and executive discussions.
• Lead CSM-focused solution workshops.
• Develop solution concepts and transformation roadmaps.
• Conduct compelling ServiceNow CSM demonstrations and proof-of-concepts.
• Translate customer requirements into differentiated solution propositions.
• Develop:
• Statements of Work (SOW)
• Proposals
• RFP/RFI responses
• Solution presentations
• Implementation roadmaps
• Support sales teams throughout the opportunity lifecycle from discovery → solutioning → proposal → negotiation → closure.
• Identify opportunities for additional ServiceNow modules and capabilities.
• Act as a trusted advisor to customer stakeholders.
• Present solutions to CIO, COO, Customer Service, Operations and IT leadership.
• Facilitate executive workshops and transformation discussions.
• Articulate the business value of ServiceNow beyond technology implementation.
• Build strong relationships with customer executives and business stakeholders.

4. ServiceNow Demonstrations

Create and deliver tailored demonstrations covering areas such as:

• Customer case creation and management
• Knowledge
• Virtual Agent
• Agent Workspace
• Case routing and assignment
• SLA management
• Customer communications
• Workflow automation
• AI-powered customer service
• GenAI / Now Assist capabilities
• Customer service analytics and reporting

The candidate should be comfortable building a story-based demo around a customer's business problem.

5. AI & Digital Transformation

Responsibilities include identifying opportunities for:

• Generative AI
• Agentic AI
• AI-powered case resolution
• Autonomous customer service workflows
• AI-powered knowledge generation
• AI-assisted agent workflows
• Virtual Agent
• Automated case summarization
• Predictive recommendations
• Workflow automation

Experience with ServiceNow AI capabilities / Now Assist is highly desirable.

6. Solution Development & Delivery Support

• Work closely with delivery architects and developers to ensure proposed solutions are technically feasible.
• Provide high-level architecture and implementation guidance.
• Review technical estimates and delivery assumptions.
• Support transition from pre-sales into implementation.
• Participate in project governance and solution reviews when required.
• Ensure solutions follow ServiceNow best practices and minimize unnecessary customization.

Required Qualifications

ServiceNow

• 5+ years of hands‑on ServiceNow experience.
• Strong experience with ServiceNow CSM.
• Experience designing and implementing enterprise ServiceNow solutions.
• Strong understanding of ServiceNow architecture and platform capabilities.
• Experience with integrations, APIs, IntegrationHub and third‑party systems.
• Strong understanding of ServiceNow security, roles, ACLs and data architecture.
• ServiceNow CSM certification preferred.
• CSA certification preferred.
• CIS‑CSM strongly preferred.
• 3+ years of experience supporting technology sales or pre-sales.
• Demonstrated experience participating in ServiceNow sales pursuits.
• Experience responding to RFPs/RFIs.
• Experience developing proposals and SOWs.
• Experience with solution estimation and pricing.
• Strong presentation and demonstration skills.
• Ability to conduct discovery workshops independently.
• Experience working with sales/account executives.

NOTE: The job is for our client and this is Full-Time position directly with our client.