ServiceNow CSM Architect Position

Title: ServiceNow CSM Architect
Location: Minneapolis, MN Onsite
Duration: 6 Months of Contract

We are looking for an experienced ServiceNow CSM Architect to lead the architecture, design, and implementation of Customer Service Management (CSM) solutions on the ServiceNow platform. The ideal candidate will have strong expertise in ServiceNow CSM, enterprise architecture, integrations, and customer service processes, with the ability to translate business requirements into scalable and sustainable technical solutions.

Required Skills:
ServiceNow: CSM, Case Management, Customer/Contact Management, Knowledge Management, Service Portal, Flow Designer, IntegrationHub, ACLs, scripting, platform architecture

Key Responsibilities
Lead the end-to-end architecture and design of ServiceNow CSM solutions.
Partner with business stakeholders, product owners, and technical teams to understand customer service requirements and translate them into ServiceNow solutions.
Design and implement CSM capabilities including:
Customer and Contact Management
Case Management
Customer Service Management workflows
Account and Relationship Management
Knowledge Management
Service Catalog and self-service
Customer portals and digital experiences
Omni-channel customer engagement
Define solution architecture, technical standards, integration patterns, and development best practices.
Design integrations between ServiceNow CSM and enterprise applications using REST/SOAP APIs, IntegrationHub, MID Server, and other integration technologies.
Provide technical leadership for ServiceNow implementations, upgrades, enhancements, and platform optimization.
Review technical designs and ensure solutions are scalable, secure, maintainable, and aligned with ServiceNow best practices.
Work closely with developers, administrators, business analysts, and QA teams throughout the implementation lifecycle.
Identify opportunities to improve customer service processes through automation and ServiceNow capabilities.
Support data migration, integrations, testing, deployment, and production stabilization.
Troubleshoot complex platform and integration issues and provide architectural guidance.
Develop technical documentation including solution designs, architecture diagrams, integration specifications, and implementation guidelines.
Mentor ServiceNow developers and technical team members.