Key Responsibilities: • Own end-to-end solution design for the CSM workstream, including data models, workflows, business rules, UI/UX, and platform configuration • Translate business requirements into scalable, maintainable ServiceNow solutions • Design and oversee integrations between ServiceNow and enterprise systems • Collaborate with technical architects, developers, business stakeholders, and platform teams to ensure alignment with enterprise architecture standards • Support platform migration and multi-instance consolidation efforts, ensuring a seamless transition and optimized future-state design • Provide architectural guidance during build, testing, and deployment phases • Evaluate and incorporate ServiceNow best practices, including considerations for Now Assist and Virtual Agent capabilities Required Qualifications: • 7+ years of ServiceNow experience with significant Solution Architecture responsibilities • Strong hands-on expertise with ServiceNow Customer Service Management (CSM) • Experience leading solution design for large-scale ServiceNow implementations, migrations, or instance consolidations • Deep understanding of ServiceNow data models, workflows, integrations, and platform architecture • Experience with CSDM (Common Service Data Model) and enterprise data-model design • Strong stakeholder management and requirements translation skills • Familiarity with ServiceNow Now Assist, Virtual Agent, and AI-driven platform capabilities is highly desirable Preferred: • ServiceNow Certified System Administrator (CSA) • ServiceNow Certified Implementation Specialist – CSM • ServiceNow Certified Application Developer (CAD) or Certified Technical Architect (CTA) track experience
