ServiceNow CSM Architect (Hands-on Technical Lead)
Location: UK Remote (occasional workshops in London)
Role Overview
We are seeking an experienced ServiceNow CSM Certified Architect with strong hands-on development capability to lead the technical delivery of a multi-workstream ServiceNow transformation programme.
The Architect will own solution design and technical governance across:
* CSM data model extension & product segmentation
* Service Portal (web/mobile) implementation
* Content Management & Publishing configuration
* Multi-channel communications integration (Email, Push, WhatsApp)
This role requires a balance of architecture leadership, hands-on configuration, and technical oversight of developers.
Requirements
⃣ Solution Architecture & Design
* Own end-to-end technical architecture across all work packages
* Design scalable CSM data model extensions
* Define product-based segmentation logic and role strategy
* Architect integration patterns for MDM feeds and external APIs
* Ensure maintainable, upgrade-safe ServiceNow configuration
⃣ ServiceNow CSM Configuration
* Extend core CSM tables (Service Offerings, Sold Products, Install Base)
* Design and build Flow Designer scheduled and record-triggered flows
* Implement automated user role reconciliation logic
* Configure advanced User Criteria segmentation (multi-dimensional targeting)
⃣ Service Portal Architecture
* Architect and oversee development of a multi-page Service Portal
* Translate Figma wireframes into scalable portal components
* Ensure responsive design (desktop/tablet)
* Implement personalised content visibility using User Criteria
* Ensure WCAG 2.1 AA accessibility compliance
⃣ Content Publishing & Multi-Channel Delivery
* Configure ServiceNow Content Management & Publishing
* Design approval workflow structures
* Implement notification routing logic (importance + channel based)
* Oversee integration with external messaging APIs (e.g. WhatsApp)
* Configure analytics dashboards for content effectivenes
⃣ Quality, Governance & Assurance
* Define Automated Test Framework (ATF) strategy
* Conduct peer reviews and code quality checks
* Support UAT and production deployment
* Produce technical documentation and handover materials
* Ensure compliance with GDPR and internal security standards
Essential Skills & Experience
Certifications
ServiceNow Certified Implementation Specialist – CSM
ServiceNow Certified System Administrator
ServiceNow Certified Application Developer (highly desirable)
Technical Expertise
* Extensive ServiceNow CSM implementation experience
* Strong hands-on Flow Designer experience
* Service Portal architecture and development knowledge
* User Criteria and role-based access control design
* REST API integration design and implementation
* Content Publishing and notification configuration
* Automated Test Framework (ATF) experience
Architecture & Delivery
* Proven experience as technical lead on ServiceNow programmes
* Experience delivering scalable segmentation or entitlement models
* Strong understanding of ServiceNow data model design
* Ability to balance architecture governance with hands-on delivery
* Experience working in regulated or public-sector environments desirable
Desirable Experience
* Experience integrating WhatsApp for Business APIs
* Experience processing structured data imports (CSV/MDM feeds)
* Experience delivering WCAG 2.1 AA compliant portals
* Familiarity with ServiceNow Zurich or later versions
Personal Attributes
* Strong technical leadership and decision-making capability
* Clear communicator with technical and non-technical stakeholders
* Comfortable working in fast-paced transformation environments
* Detail-oriented with strong quality focus