ServiceNow Solution Architect – Customer Service Management

About the role

The ServiceNow Solution Architect – Customer Service Management (CSM) leads end‑to‑end delivery of ServiceNow CSM solutions. You will bridge business stakeholders and technical teams, turning omnichannel service requirements into scalable, governed platform designs.

Key responsibilities

• Own the full ServiceNow CSM architecture, including Case Management, Self‑Service Portal, Communities, Agent Workspace, Field Service Management integration and Omnichannel routing.
• Define and enforce platform governance, design standards, coding conventions and best‑practice guidelines.
• Lead workshops and design sessions, consulting on ServiceNow CSM capabilities and standard customer‑service processes.
• Ensure alignment with enterprise architecture, covering technical, business, user and security perspectives, including CSDM.
• Mentor and provide technical leadership to Cognizant and client resources, producing architecture documentation, integration designs and data models.
• Configure and implement CSM applications, NowAssist and GenAI features, and integrations with CRM systems via REST/SOAP, IntegrationHub and MID Servers.
• Review designs for quality, scalability and upgrade compatibility, translating requirements into functional CSM features.
• Facilitate communication with process owners, business leaders and C‑suite, offering architecture consultancy and risk‑value analysis for third‑party integrations.

Required profile

• Proven experience leading ServiceNow CSM implementations.
• Strong understanding of ServiceNow platform governance, CSDM and enterprise architecture.
• Ability to mentor technical teams and produce high‑quality architectural artefacts.
• Excellent communication skills for translating technical concepts to business audiences.

Required skills

• ServiceNow CSM modules (Case Management, Service Contracts, Entitlements, Customer Portal, Agent Workspace).
• NowAssist and GenAI capabilities within ServiceNow.
• Integration experience with Salesforce, SAP, Microsoft Dynamics using REST/SOAP APIs, IntegrationHub and MID Servers.
• Omnichannel routing, Field Service Management integration, Communities and CSDM.