ServiceNow Solutions Architect (CSM/FSM)
Core
Designing and architecting end-to-end ServiceNow CRM solutions, specifically focusing on Customer Service Management (CSM) and Field Service Management (FSM) to modernize customer operations.
Role type
Senior ServiceNow Solutions Architect (CSM/FSM)
Builds
Scalable CRM delivery, case management solutions, and automation on the ServiceNow platform.
Domain
IT Service Management / Customer Experience (CX) / Enterprise Software
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ServiceNow CSM/CRM architecture, case management, workflow design, Flow Designer, REST/SOAP integrations, data modeling, enterprise implementation leadership, ServiceNow CSA certification
Preferred skills
Field Service Management (FSM), AI-enabled CRM workflows, customer experience (CX) transformation, CIS-CSM certification
Technologies
ServiceNow, Flow Designer, REST, SOAP, AI, Now Assist, Virtual Agent, Predictive Intelligence, CRM, ERP
Responsibilities
Lead end-to-end solution design for ServiceNow CRM including CSM and FSM, architect case management and workflow design, design omnichannel customer experiences, enable workflow automation using Flow Designer, integrate AI capabilities into customer journeys, define data models and integrations across systems, partner with stakeholders on roadmaps, create reusable frameworks and best practices.
