Servicenow Architect

Role Overview:

We are looking for a ServiceNow Architect with proven expertise in Customer Service Management (CSM), especially in the Pre-Sales and Post-Sales lifecycle modules. The Architect will lead the design and implementation ofscalable ServiceNow architectures thatstreamline customer journeysfrom lead capture and

onboarding, to contract management, case resolution, and renewals. This role demands strong technical depth, architectural vision, and hands-on experience across multiple ServiceNow applications.

Key Responsibilities

Architecture& Design

Lead the architecture and high-level design of ServiceNow CSM Pre-Sales and Post-Sales modules,

including:

Pre-Sales: Lead/Opportunity Management integration, Customer Onboarding, Entitlement Management.

Post-Sales: Case Management, Knowledge Management, Contract/SLM, Field Service, Renewals.

Design integrations with CRM (Salesforce, MS Dynamics) for seamless pre-salesto post-salestransitions.

Ensure alignment of architecture with enterprise standards, scalability, and compliance.

Pre-Sales Enablement

Collaborate with sales and solution teamsto demonstrate CSM capabilitiesto clients.

Translate businessrequirementsinto solution blueprints acrossthe customer lifecycle.

Develop prototypes, architecture diagrams, and effort estimates that cover both pre- and post-sales usecases.

Post-Sales Delivery

Oversee implementations of ServiceNow CSM modules with focus on customer experience & service quality.

Guide delivery teams on workflows, data models, integrations, and security design.

Act as an escalation point for complex technical issues during post-sales delivery.

Collaboration & Leadership

Partner with client architects, technical leads, and internal cross-functional teams.

Provide thought leadership in designing customer engagement workflows end-to-end.

Mentor developers and junior architects, building a strong CSM capability within the team.

Qualifications

Technical Expertise

Strong hands-on experience in ServiceNow CSM with specialization in Pre-Sales and Post-Sales lifecycle modules.

Solid background in ServiceNow architecture, data modeling, Flow Designer, IntegrationHub, and REST/SOAP integrations.

Experience with other SN modules (ITSM, ITOM, HRSD, FSM) is a plus.

Certifications (preferred/must-have)

ServiceNow Certified Technical Architect(CTA) or equivalent experience.

Certified Implementation Specialist CSM (CIS-CSM).

ServiceNow CSA (System Administrator).

Relevantmicro-certifications(e.g., Customer ServiceManagement, IntegrationHub, Application Portfolio Mgmt).

Other Skills

8+ years in ServiceNow, with at least 3+ years as an Architect.

Strong communication, consulting, and stakeholder managementskills.

Ability to bridge businessrequirements with technical execution.

Degree in Computer Science, Engineering, or related field.

Why Join Us

Lead enterprise-scale CSM implementations with focus on customer lifecycle transformation.

Opportunity to design end-to-end architectures spanning pre-sales, onboarding, support, and renewals.

Work directly with leadership and global clientsto drive innovation in customer experience