ServiceNow CSM Architect

The Opportunity

ServiceNow is a leading global platform for managing enterprise service processes and digital workflows. As a Customer Service Management (CSM) Architect, you will play a pivotal role in designing and implementing advanced CSM solutions that align with business goals, industry best practices, and compliance standards. You will collaborate closely with service delivery, customer success, and IT operations teams to ensure seamless and impactful service experiences.

Tasks

• Lead the technical design and architecture of ServiceNow Customer Service Management (CSM) solutions.

• Design and optimize end-to-end customer service processes, including case management, entitlements, SLAs, and customer communication workflows.

• Integrate CSM with other ServiceNow modules (e.g., ITSM, FSM, Portal, CMDB) and external systems such as CRM and contact centers.

• Ensure data governance, service consistency, and high-quality customer experience across the platform.

• Collaborate with stakeholders to gather business and functional requirements and translate them into scalable CSM solutions.

• Define and implement CSM workflows and automation to enhance case resolution, agent productivity, and customer engagement.

• Develop and maintain CSM reporting, dashboards, and analytics to monitor service performance, SLA adherence, and customer satisfaction.

Requirements

• Minimum 5 years of hands-on experience in ServiceNow implementation projects.

• Proven expertise in designing and delivering Customer Service Management (CSM) solutions.

• In-depth knowledge of ServiceNow CSM module, including case management, entitlements, SLAs, and communication channels.

• Experience integrating CSM with CRM systems, contact centers, and self-service portals.

• Familiarity with ITSM and other ServiceNow workflows for holistic service delivery.

• Strong understanding of ITIL and customer service management best practices.

• Excellent stakeholder management, communication, and presentation skills.

• ServiceNow Certified Application Developer (CAD) or Certified Implementation Specialist (CIS) – CSM certification preferred.

• Proficiency in English (C2); knowledge of other European languages is a plus.

• Bachelor’s or Master’s degree in a technical or business-related field.

Offer

• Multisport Card

• Life insurance

• Private healthcare

• PowerYou platform