ServiceNow - CSM Architect

Spyrosoft is an authentic, cutting-edge software engineering company, established in 2016. According to the Financial Times, in 2021 and 2022, it was among the fastest growing technology companies in Europe. The company was founded by tech experts with established backgrounds in software engineering, who created an ‘engineer-to-engineer’ workplace. Spyrosoft specialises in technology solutions for industry 4.0, automotive, geospatial, healthcare & life sciences, employee experience & education, and financial services industries.

• 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.

Nice to have:

• English language proficiency at C1 level 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.