ServiceNow CSM Architect

Role Overview

We are seeking a ServiceNow CSM Architect responsible for designing and delivering end-to-end Customer Service Management (CSM) solutions on the ServiceNow platform. You will define the architecture, ensure alignment with best practices, and collaborate with cross-functional teams to improve service quality and customer experience.

Key Responsibilities

• Lead the architecture and technical design of ServiceNow CSM implementations.

• Define and optimize customer service processes such as case management, SLAs, entitlements, and communication workflows.

• Integrate CSM with other ServiceNow modules (ITSM, FSM, Portal, CMDB) and external platforms such as CRM or contact center solutions.

• Ensure governance, data consistency, and compliance across CSM implementations.

• Collaborate with stakeholders to translate business requirements into scalable CSM solutions.

• Design workflows and automation to improve resolution time, agent productivity, and customer satisfaction.

• Develop reporting, dashboards, and analytics to track KPIs and service performance.

Required Skills & Experience

• 5+ years of ServiceNow implementation experience.

• Strong expertise in the CSM module, including case management, SLAs, and customer interaction channels.

• Experience designing and delivering ServiceNow integrations.

• Knowledge of ITIL and customer service management processes.

• Strong communication and stakeholder management abilities.

• ServiceNow CAD or CIS certification (CSM specialization preferred).

Nice to Have

• Bachelor’s or Master’s degree in IT, Business, or related field.

• Experience working with CRM or contact center platforms.

• English C1/C2 or other European languages.

What We Value

We are looking for senior consultants and architects who are passionate about building innovative ServiceNow solutions. If you enjoy driving conversations, owning design decisions, and leading projects from concept to go-live — this role is for you.