Job Description
Job DetailsJob Title:ServiceNow Technical ArchitectWork Mode:HybridLocation (if hybrid/office-based):Guildford / London (2 to 3 days)Role DescriptionNeed a ServiceNow CSM (Customer Service Management) or ITSM Architect with strong integration experience who will design, implement, and maintain ServiceNow CSM/ITSM solutions to meet business needs. This role involves creating scalable and efficient architectures, ensuring alignment with best practices, and providing technical leadership to development teams. The architect will work on projects for enterprise clients across diverse industries, leveraging cutting-edge ServiceNow capabilities and integrations with other enterprise systems.Key Responsibilities
* Analyze business requirements and translate them into ServiceNow CSM technical solutions.
* Develop architectural blueprints and functional designs for CSM implementations.
* Design and implement integrations between ServiceNow and external systems (CRM, ERP, ITSM, etc.).
* Ensure solutions are scalable, reliable, and aligned with future business needs.
* Oversee end-to-end implementation of ServiceNow CSM solutions, from concept to deployment.
* Maintain and enhance existing ServiceNow CSM applications and modules.
* Establish and enforce ServiceNow technical governance and standards.
* Provide technical guidance and mentorship to development teams.
* Act as a subject matter expert for resolving complex ServiceNow CSM issues.
* Collaborate with clients, business stakeholders, and project managers to ensure solution alignment.
Key Skills / Knowledge / Experience
* Proven experience as a ServiceNow Architect with specialization in CSM module.
* Expertise in ServiceNow CSM deployments, including case management, workflows, and portals.
* Hands-on experience with integration solutions (REST, SOAP, APIs, MID Server, Integration Hub).
* Experience in leading multiple ServiceNow implementation projects, including at least 3 full lifecycle implementations.
* Knowledge of ServiceNow Orchestration, Flow Designer, and Integration Hub spokes.
* Familiarity with third-party integrations (Salesforce, SAP, Oracle, Azure, AWS).
* Experience in instance consolidation, upgrades, migrations, and performance tuning.
* Excellent communication and stakeholder management skills.
Person Specification
* Client facing
* Communication
* Assertive
* Team leading
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