ServiceNow - CSM Architect

ServiceNow is a global platform widely used to manage enterprise service processes and digital workflows.

• 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.
• 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.

Nice to have:

• English (C1) or other European languages.
• A Bachelor’s or Master’s degree in a technical or business-related field.

• 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.