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
8+ years of hands-on ServiceNow experience, with specialization in at least two : CSM, FSM, or Sales CRM modules.Proven experience as an architect on large-scale ServiceNow transformation projects.Strong understanding of :CSM Data ModelFSM ComponentsCustomer / Partner Portals and lead / opportunity lifecycleDomain separation, security model, and scoped applicationsExperience with Flow Designer, IntegrationHub, REST / SOAP APIs, MID Servers.Experience integrating with Custom portal and Portal, Angular JS, Java script and HTML, CSSDeep understanding of ITOM / CMDB, Virtual Agent, and Performance Analytics as they apply to CSM / FSM.Ability to lead technical workshops, create HLD / LLD documentation, and provide architectural governance.Certified in :ServiceNow Certified System AdministratorServiceNow Certified Implementation Specialist – CSM / FSMServiceNow Certified Application Developer (preferred)Strong analytical and communication skills.Experience mentoring ServiceNow developers and junior DeV.Customer-oriented with a strong sense of ownership and accountability.Ability to thrive in dynamic, fast-paced environments with multiple stakeholders.