Senior ServiceNow CSM Lead/Architect

Indianapolis, IN

16 days ago

Job Description

Position Overview:

Our client is seeking a Senior ServiceNow Customer Service Management (CSM) Lead / Architect to provide owner-side leadership for the design, implementation, and operational readiness of a customer-facing ServiceNow capability in a regulated environment. The role will represent customer, privacy, compliance, and operational needs while an implementation partner delivers portions of the solution. The engagement is contract consulting/staff augmentation, with an expected start as soon as practical in Q4 2026 and an initial duration of at least six months. Indianapolis hybrid is preferred, approximately two to three days per week onsite; exceptional non-Indianapolis candidates may be considered for the right long-term fit.

Responsibilities:

Lead or co-lead the ServiceNow CSM vision, solution design, roadmap, and implementation approach.
Translate customer, service-agent, and business requirements into scalable CSM processes and platform capabilities.
Define customer and agent journeys, case types, interaction models, assignment rules, queues, service-level agreements, escalations, notifications, knowledge, and resolution processes.
Design or oversee CSM customer/account structures, contacts, cases, customer communications, knowledge, service requests, entitlements, and agent workspaces as applicable.
Provide owner-side oversight of implementation-partner designs, configurations, integrations, testing, data migration, and cutover activities.
Partner with business, legal, privacy, security, compliance, operations, and customer-service stakeholders.
Ensure privacy, minimum-necessary access, role-based security, auditability, and sensitive-data handling requirements are reflected in solution design.
Define requirements for integration with customer, identity, communication, case, fulfillment, and reporting systems as applicable.
Establish service definitions, service-level agreements, support processes, escalation models, and operational handoffs for post-go-live support.
Lead or support discovery workshops, process mapping, design reviews, backlog refinement, demos, user acceptance testing, training, go-live readiness, and hypercare.
Transfer knowledge to internal CSM, architecture, product, and operations teams.

Qualifications:

Seven or more years of ServiceNow experience in CSM, ITSM, CMDB/CSDM, ITOM, ITAM, Service Catalog, platform governance, or related enterprise ServiceNow domains.
Demonstrated experience designing or leading complex ServiceNow implementations, with direct CSM or customer-facing experience preferred.
Ability to apply core ServiceNow process, data, security, workflow, and governance experience to a new CSM or customer-service environment.
Experience with case management, customer/account models, contact management, service requests, service-level agreements, queues, escalations, knowledge, and agent workspaces.
Experience gathering requirements and designing customer service journeys.
Strong understanding of role-based access, sensitive data, audit trails, privacy, and regulated service operations.
Experience working with implementation partners and representing the client or product owner's interests.
Strong communication and facilitation skills across business, technical, operations, security, compliance, and executive audiences.
Preferred: experience with HIPAA-regulated, customer-facing, healthcare, pharmacy, life sciences, or clinical-service programs.
Preferred: ServiceNow CSM certification or comparable platform credentials, customer portals, digital engagement, omnichannel service, contact-center integrations, Customer Service Workspace, industry solutions, playbooks, or advanced case workflows.

Numbers & Facts

Location

Indianapolis, IN

Skills

Acceptance Testingunmatched
Biologyunmatched
Business Skillsunmatched
Case Managementunmatched
Communication Skillsunmatched
Consultingunmatched
Contact Managementunmatched
Customer Relationsunmatched
Customer Service Managementunmatched
Customer Support/Serviceunmatched
Customer/Client Researchunmatched
Data Migrationunmatched
Data Processingunmatched
HIPAA (Health Insurance Portability and Accountability Act)unmatched
Healthcareunmatched
IT Service Management (ITSM)unmatched
Information/Data Security (InfoSec)unmatched
Integration Testingunmatched
Leadershipunmatched
Legalunmatched
Maintenance Servicesunmatched
Operations Security (OPSEC)unmatched
Pharmacyunmatched
Privacy Controlsunmatched
Process Capabilityunmatched
Process Modelingunmatched
Product Demonstrationunmatched
Requirements Managementunmatched
Service Level Agreement (SLA)unmatched
ServiceNowunmatched
Technical Operationsunmatched
Test Dataunmatched

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