Job Description
We are seeking an experienced ServiceNow FSM/CSM Architect to lead a greenfield implementation and migration from an existing legacy ServiceNow environment. This is a strategic role requiring deep technical expertise and hands-on experience with Field Service Management (FSM) and Customer Service Management (CSM) modules, as well as a strong focus on out-of-the-box solutions and enterprise integrations.
The successful candidate will play a key role in designing and delivering scalable, maintainable solutions that meet business objectives while aligning with ServiceNow best practices.
Key Responsibilities:
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Architect and lead the implementation of ServiceNow FSM and CSM in a greenfield environment.
- Manage the migration from a legacy ServiceNow instance, ensuring minimal disruption and data integrity.
- Ensure solutions are built using ServiceNow out-of-the-box capabilities wherever possible.
- Design and implement integrations using IntegrationHub, focusing on connectivity with:
- Salesforce CRM
- SAP (ERP/HR/Finance modules)
- Oracle systems
- Collaborate with internal stakeholders, business analysts, and other architects to translate business needs into functional and technical designs.
- Define and enforce ServiceNow platform governance, development standards, and documentation practices.
- Conduct design reviews, code reviews, and performance tuning activities.
- Provide mentorship to ServiceNow developers and junior architects.
- Ensure compliance with security and data protection policies in integration and data flows.
Required Qualifications:
- Proven experience as a ServiceNow Architect, with specialization in CSM and FSM.
- Experience in migrating from legacy ServiceNow implementations to a modern, scalable design.
- Deep understanding of ServiceNow architecture, configuration, scripting, and platform capabilities.
- Demonstrated experience with IntegrationHub, Flow Designer, and integrating ServiceNow with Salesforce, SAP, and Oracle.
- Strong knowledge of ServiceNow data models, workflows, UI policies, business rules, and REST/SOAP APIs.
- Ability to work with global teams and manage multiple stakeholders across different time zones.
- Excellent communication and documentation skills.
- ServiceNow certifications such as Certified System Administrator, Certified Implementation Specialist (CSM/FSM), and Certified Application Developer are highly preferred.
Nice to Have:
- Experience with Agile or SAFe methodologies.
- Familiarity with ITIL/ITSM practices.
- Experience with multi-language/multi-region ServiceNow rollouts.