ServiceNow Architect - CSM Module

Description

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 of scalable ServiceNow architectures that streamline 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-sales to post-sales transitions.
• Ensure alignment of architecture with enterprise standards, scalability, and compliance.

Pre-Sales Enablement

Post-Sales Delivery

Collaboration & Leadership

Qualifications

Technical Expertise :

Certifications (preferred / must-have)

Other Skills

Why Join Us

(ref : hirist.tech)

Skills Required

FSM, Itsm, ITOM, Data Modeling, HRSD