ServiceNow FSM / CSM Architect

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:

• 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.