ServiceNow CSM Architect
Job Title: ServiceNow CSM Architect
Employment Type: Full-Time
Location: Remote
Experience: 10+ Years
Job Summary
We are seeking an experienced and highly skilled ServiceNow CSM Architect to lead the design, architecture, and implementation of Customer Service Management (CSM) and Telecom Order Management solutions on the ServiceNow platform.
The ideal candidate will possess deep expertise in ServiceNow CSM, Order Management for Telecommunications (OMT/TSM), enterprise integrations, and advanced scripting. This role requires a strong technical leader who can architect scalable solutions, drive complex integrations, and provide technical guidance across large enterprise transformation programs.
Key Responsibilities
- Lead end-to-end architecture, design, and implementation of ServiceNow Customer Service Management (CSM) solutions.
- Design and implement Telecom Order Management (OMT) and Telecom Service Management (TSM) solutions on the ServiceNow platform.
- Architect scalable and high-performing solutions aligned with business and enterprise architecture standards.
- Define integration architecture and lead integrations with external systems using REST, SOAP, IntegrationHub, MID Server, and third-party platforms.
- Drive solution design workshops and provide technical leadership to development teams.
- Design and optimize workflows, case management processes, customer journeys, and order fulfillment processes.
- Establish development standards, governance frameworks, and best practices.
- Collaborate with business stakeholders, enterprise architects, and delivery teams to define technical roadmaps.
- Review and approve technical designs, code quality, and implementation approaches.
- Troubleshoot and resolve complex technical challenges across ServiceNow applications and integrations.
- Mentor developers and technical consultants on platform best practices.
Required Skills & ExperienceServiceNow Expertise
- 10+ years of overall IT experience.
- 6+ years of hands-on ServiceNow development and architecture experience.
- Extensive experience implementing ServiceNow CSM solutions in large enterprise environments.
- Strong experience in Telecom Order Management (OMT) and Telecom Service Management (TSM).
- Deep understanding of ServiceNow platform architecture and data models.
Technical Skills
- Advanced JavaScript and ServiceNow scripting expertise.
- Strong hands-on experience with:
- Business Rules
- Script Includes
- Client Scripts
- UI Policies
- UI Actions
- Glide APIs
- Flow Designer
- IntegrationHub
- Service Portal
- Experience designing and developing custom ServiceNow applications.
Integration Expertise
- Exceptional experience designing enterprise integrations.
- Strong hands-on experience with:
- REST APIs
- SOAP Web Services
- IntegrationHub
- MID Server
- Event-driven integrations
- Enterprise middleware platforms
- Experience integrating ServiceNow with CRM, ERP, OSS/BSS, and third-party systems.
Telecom Domain Experience
- Strong understanding of telecom order lifecycle management.
- Experience with telecom provisioning, fulfillment, service activation, and customer operations.
- Familiarity with TM Forum standards is highly desirable.
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- ServiceNow Certified Implementation Specialist – CSM
- ServiceNow Certified Technical Architect (Preferred)
- Telecom domain certifications are a plus.
Soft Skills
- Excellent stakeholder management and communication skills.
- Strong solutioning and problem-solving capabilities.
- Ability to lead distributed teams in a remote environment.
- Experience working with global customers and enterprise programs.
Pay: ₹909,383.14 - ₹2,449,799.75 per year
Benefits:
Work Location: Remote
