ServiceNow - CSM Architect

What we look for

We are in search of Sr. Consultants - Architects of the ServiceNow platform who are passionate about creating innovative and bespoke solutions for our clients. We value individuals who wish to expand their product knowledge, collaborate with global stakeholders across different workflows of the platform, and join as solution architect, platform owner, or project management roles. If you are keen on initiating discussions and overseeing projects right up to post-go-live activities - we are looking for you.

The opportunity

ServiceNow is a global platform widely used to manage enterprise service processes and digital workflows. As a CSM Architect, you will be responsible for designing and implementing advanced Customer Service Management (CSM) solutions. You will ensure alignment with best practices, business goals, and compliance requirements while collaborating with service delivery, customer success, and IT operations teams.

Your key responsibilities

• Lead the technical design and architecture for Customer Service Management (CSM) solutions within ServiceNow.
• Design and optimize end-to-end customer service processes, including case management, entitlements, SLAs, and customer communication flows
• Integrate CSM with other ServiceNow modules (ITSM, FSM, Portal, CMDB) and external CRM or contact center systems.
• Ensure data governance, service consistency, and high-quality customer experience across the platform.
• Collaborate with stakeholders to gather business and functional requirements and translate them into scalable ServiceNow CSM solutions.
• Define CSM workflows and automation to support case resolution, agent productivity, and customer engagement.
• Oversee CSM reporting, dashboards, and analytics to measure service performance, SLAs, and customer satisfaction.

Skills and attributes for success

To excel in this role, you must possess a comprehensive understanding of the platform and exhibit confidence in implementation, customization, or maintenance projects. This may be demonstrated through:

• Deep knowledge of the ServiceNow Customer Service Management (CSM) module.
• Hands-on experience with case management, entitlements, SLAs, and customer communication channels.
• Familiarity with integration to CRM systems, contact centers, or self-service portals.
• Experience in aligning CSM with ITSM or other ServiceNow workflows for seamless service delivery.
• Excellent stakeholder management, communication, and presentation skills.

To qualify for the role, you must have

• At least 5+ years of ServiceNow implementation experience.
• Proven track record in CSM solution design and delivery.
• ServiceNow CAD or CIS certification (CSM specialization preferred).
• Strong knowledge of ITIL and customer service management practices.

Ideally, you’ll also have

• English (C1) or other European languages would be an advantage but not mandatory.
• A Bachelor’s or Master’s degree in a technical or business-related field.