ServiceNow ITSM+CSM Architect (USA / Remote)

REDE Consulting | Specialized ServiceNow Solutions; Houston (TX); Remote; USD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking a skilled ServiceNow ITSM + CSM Architect to join their dynamic team. This exciting role involves designing and implementing scalable solutions for IT service management and customer service management, working closely with Fortune 500 clients. You will lead technical implementations, ensuring alignment with best practices while mentoring development teams. Enjoy the flexibility of remote work and be part of a fast-growing firm dedicated to digital transformation. If you're passionate about making an impact in a collaborative environment, this opportunity is perfect for you!

Benefits

Flexible work hours

Remote-friendly culture

Competitive salary

Performance-based incentives

High-impact projects with Fortune 500 companies

Qualifications

• 8+ years of hands-on experience in ServiceNow ITSM and CSM.
• Strong architectural skills in designing scalable solutions.

Responsibilities

• Design and implement high-performing ITSM and CSM architectures.
• Collaborate with stakeholders to align requirements with ServiceNow capabilities.

Skills

ServiceNow ITSM

ServiceNow CSM

Flow Designer

Virtual Agent

ITIL processes

CMDB

Integration Hub

REST/SOAP APIs

Platform architecture

Performance Analytics

Education

Bachelor's degree in a relevant field

ServiceNow Certified System Administrator

Certified Implementation Specialist – ITSM

Certified Implementation Specialist – CSM

Tools

ServiceNow

CI/CD pipelines

DevOps tools

Job description

ServiceNow ITSM+CSM Architect (USA / Remote)

Role: ServiceNow ITSM + CSM Architect
Location: USA - Remote
Experience: 8+ years with strong hands-on and architectural experience in ServiceNow ITSM and CSM modules.

About REDE Consulting
REDE Consulting is a premier ServiceNow partner and a recognized expert in delivering enterprise-grade solutions across ITOM, ITAM, IRM/GRC, and AIOps. Our client base includes Fortune 500 companies, global insurers, and large-scale digital enterprises.

Core Responsibilities

• Architecture & Solution Design
• Design end-to-end scalable, secure, and high-performing architecture for ITSM and CSM implementations.
• Translate business requirements into well-architected solutions aligned with ServiceNow best practices.
• Define data models, integrations, workflows, and UI experiences across ITSM and CSM modules.
• Stakeholder Collaboration
• Work closely with business and IT stakeholders to gather requirements and align ServiceNow capabilities.
• Act as the primary point of contact for client architecture discussions and design approvals.
• Guide the pre-sales team with solutioning and effort estimation.
• Implementation Oversight
• Lead and govern technical implementations across ITSM (Incident, Problem, Change, Request, CMDB) and CSM (Case Management, Entitlements, Contracts).
• Ensure delivery aligns with defined architecture and standards.
• Provide oversight on ServiceNow configuration, customization, and integrations.
• Governance & Best Practices
• Define and enforce coding standards, platform security, and governance guidelines.
• Set up CI/CD pipelines, DevOps best practices, and upgrade strategies.
• Perform code reviews and architectural audits.
• Integrations & Automation
• Architect integrations with external systems (CRM, ERP, Telephony, APM, etc.).
• Leverage Integration Hub, REST/SOAP APIs, and MID Servers effectively.
• Design automation flows for proactive support and ticket deflection using Virtual Agent, Predictive Intelligence, and Flow Designer.
• Knowledge & Mentorship
• Guide and mentor development teams, BA teams, and platform administrators.
• Create knowledge artifacts and reusable design templates.
• Stay updated with new ServiceNow releases and ensure roadmap alignment.
• Reporting & Dashboards
• Design custom and out-of-the-box performance analytics, reports, and dashboards for IT and customer service operations.

Technical Skills Required

• Deep expertise in ServiceNow ITSM and CSM modules.
• Hands-on experience with Flow Designer, Virtual Agent, CSM Playbooks, ITIL processes, and CMDB.
• Strong understanding of platform architecture, ACLs, notifications, and form/UI policies.
• Familiarity with Performance Analytics, Now Experience UI Framework, and Agent Workspace.
• Integration Hub, REST/SOAP APIs, SSO, OAuth, and MID server expertise.

Certifications (Preferred)

• ServiceNow Certified System Administrator (CSA)
• Certified Implementation Specialist – ITSM
• Certified Implementation Specialist – CSM
• ServiceNow Certified Application Developer (CAD)
• TOGAF or similar enterprise architecture certification (nice to have)

Location: Remote (Candidates must be based in the USA)

Why Join REDE?

• Join a fast-growing ServiceNow-focused firm with a strong presence in the USA, EU, and India.
• Work on high-impact projects with Fortune 500 companies.
• Be part of a Center of Excellence (CoE) for ServiceNow IRMGRC, ITAM and ITOM.
• Opportunity to lead implementations and be at the forefront of digital transformation.
• Competitive salary and performance-based incentives.
• Flexible work hours and a remote-friendly culture.

Ready to Apply?
If you are a hands-on professional who thrives in dynamic environments and wants to make a real impact — we’d love to hear from you.

Send your updated resume to: hr {at} rede-consulting.com
Subject: Senior ServiceNow ITSM+CSM Architect – USA
Note: Remote
Candidates must be based in the USA

Visit us: www.rede-consulting.com
Connect with us on LinkedIn: linkedin.com/company/rede-consulting

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Design, Art/Creative, and Information Technology

Industries

• IT Services and IT Consulting