Principal IT Solution Delivery - Service Now CSM Delivery Architect
Core
Architect, configure, and optimize ServiceNow Customer Service Management (CSM) capabilities to support a unified, modern customer engagement ecosystem for utilities and cities.
Role type
Principal ServiceNow CSM Delivery Architect
Builds
Enterprise-wide ServiceNow CSM platform, automated workflows, and integrations with core systems like Salesforce and Oracle.
Domain
Utilities/Energy + IT Service Management (ITSM)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ServiceNow CSM Pro/Pro+, Salesforce CRM, Oracle ERP, Azure DevOps, Remedy ITSM/CMDB, Amazon Connect, JavaScript, Microsoft 365, workflow automation, data migration
Preferred skills
Oracle E-Business Suite, Remedy, Salesforce Service Cloud, ServiceNow certifications
Technologies
ServiceNow, Salesforce, Oracle, Azure, Amazon Connect, Remedy, JavaScript
Responsibilities
Architect and optimize ServiceNow CSM capabilities; Lead solution design and Tier 3 support; Drive integrations with core enterprise systems; Design and implement automated workflows; Ensure compliance with ServiceNow best practices; Support data cleansing and migration activities.
Seniority
Principal, hands-on IC with strategic ownership
