Working Days: Monday to Friday
Shift: 4 PM – 1 AM

Role Overview
We are seeking a highly skilled ServiceNow Architect with expertise in Customer Service Management (CSM), focusing on Pre-Sales and Post-Sales lifecycle modules. This role involves leading the design and implementation of scalable ServiceNow architectures that enhance customer journeys—covering lead capture, onboarding, contract management, case resolution, and renewals. The ideal candidate will combine strong technical depth with architectural vision and hands-on implementation experience.

Key Responsibilities

Architecture & Design

• Lead the architecture and high-level design of ServiceNow CSM Pre-Sales and Post-Sales modules.

• Pre-Sales: Lead/Opportunity Management integration, Customer Onboarding, Entitlement Management.

• Post-Sales: Case Management, Knowledge Management, Contract/SLM, Field Service, Renewals.

• Design integrations with CRM systems (Salesforce, MS Dynamics) for seamless pre-sales to post-sales transitions.

• Ensure architecture aligns with enterprise standards, scalability, and compliance.

Pre-Sales Enablement

• Collaborate with sales and solution teams to demonstrate CSM capabilities.

• Translate business requirements into solution blueprints.

• Develop prototypes, architecture diagrams, and effort estimates.

Post-Sales Delivery

• Oversee implementations of ServiceNow CSM modules with focus on customer experience.

• Guide delivery teams on workflows, data models, integrations, and security.

• Act as an escalation point for complex technical issues.

Collaboration & Leadership

• Partner with client architects, technical leads, and internal teams.

• Provide thought leadership in end-to-end customer engagement workflow design.

• Mentor developers and junior architects to strengthen CSM capabilities.

Qualifications

• B.Tech or equivalent in Computer Science/Engineering.

• 8+ years in ServiceNow, with at least 3+ years as an Architect.

• Strong hands-on expertise in ServiceNow CSM (Pre-Sales & Post-Sales lifecycle modules).

• Proficiency in ServiceNow architecture, data modeling, Flow Designer, IntegrationHub, REST/SOAP integrations.

• Experience in ITSM, ITOM, HRSD, or FSM is an advantage.

Certifications (preferred/must-have)

• ServiceNow Certified Technical Architect (CTA) or equivalent.

• Certified Implementation Specialist – CSM (CIS-CSM).

• ServiceNow CSA (System Administrator).

• Additional micro-certifications (e.g., Customer Service Management, IntegrationHub, APM).

Other Skills

• Strong communication, consulting, and stakeholder management skills.

• Ability to bridge business needs with technical execution.

Why Join Us

• Lead enterprise-scale CSM implementations with focus on customer lifecycle transformation.

• Opportunity to design end-to-end architectures across pre-sales, onboarding, support, and renewals.

• Work directly with leadership and global clients to drive innovation in customer experience.