Senior ServiceNow Architect

Experience : 10+ years (8+ years on ServiceNow)

Job Summary

We are seeking a Senior ServiceNow Architect with deep expertise in Customer Service Management (CSM), Field Service Management (FSM), and Sales / CRM-related processes. The ideal candidate will lead the architectural strategy, solution design, and roadmap planning for ServiceNow implementations and enhancements in customer-facing domains.

Key Responsibilities

• Lead architectural design and end-to-end implementation of ServiceNow CSM, FSM, and Sales solutions.
• Design scalable solutions leveraging ServiceNow's best practices, ensuring domain separation, security, and performance.
• Collaborate with business stakeholders to gather requirements, define target architectures, and translate them into technical designs.
• Design and oversee integrations between ServiceNow and CRMs , ERPs, and external vendor systems.
• Define data models, service catalogs, workflows, virtual agent experiences, and customer / partner portals.
• Guide development teams during implementation, ensuring alignment with architectural standards.
• Evaluate new ServiceNow features and plugins and propose adoption plans.
• Define governance frameworks and design principles for global implementations.
• Ensure compliance with platform and security standards, and provide design authority in cross-functional reviews.

Required Skills & Experience