ServiceNow Technical Architect – CSM, Portal, Integration
Astrica
full-time
Posted on:
Location Type: Remote
Location: United States
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Tech Stack
About the role
- Lead the end-to-end architecture and delivery of ServiceNow solutions, with a focus on Customer Service Management (CSM), Customer Service Portal/Mobile, and enterprise integrations including CRM, telephony, and ticketing systems.
- Design omnichannel customer service solutions including web portals, mobile apps, email-to-case, chat, and telephony integrations.
- Architect case management workflows, SLA structures, queuing strategies, and routing logic to optimize customer service operations.
- Perform hands-on development and configuration when needed to accelerate delivery, troubleshoot complex issues, or demonstrate technical solutions.
- Define customer service analytics, dashboards, and reporting frameworks to measure service performance and customer satisfaction.
- Champion CSM industry best practices from successful implementations, including contact center operations, self-service optimization, and agent productivity improvements.
- Oversee ServiceNow instance management including platform governance, update set management, release planning, and environment strategies.
- Guide development teams, providing direction on configuration, custom development, customer portal design, service catalog optimization, and integration patterns.
- Serve as a trusted advisor to clients, identifying risks, recommending optimizations, and shaping long-term platform roadmaps.
Requirements
- 7+ years architecting ServiceNow solutions, including 3+ years of CSM design and implementation experience.
- 3+ years building and optimizing Customer Service Portal and Mobile experiences, including omnichannel service delivery and self-service optimization.
- 3+ years designing enterprise integrations leveraging REST, SOAP, Integration Hub, telephony systems (CTI), CRM platforms, and third-party ticketing systems.
- Proven hands-on development capabilities in ServiceNow, able to write scripts, build workflows, and configure solutions independently when needed.
- Experience managing a ServiceNow production instance, including governance, change management, and platform health monitoring.
- Deep knowledge of CSM best practices including case deflection strategies, agent workspace optimization, knowledge management, and customer journey mapping.
- Strong understanding of platform architecture such as data modeling, ACL/security, flow orchestration, performance optimization, and scoped applications.
- Proven ability to lead client workshops, clarify requirements, and translate them into scalable technical designs.
- Experience guiding Agile delivery activities, including story review, estimation, backlog refinement, and sprint planning.
- Excellent communication and leadership skills, with the ability to advise stakeholders and coach technical teams.
Benefits
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ServiceNow solutions architectureCustomer Service Management (CSM)omnichannel service deliveryenterprise integrationsRESTSOAPIntegration Hubhands-on developmentworkflow configurationdata modeling
Soft skills
leadershipcommunicationclient advisoryrequirement clarificationcoachingworkshop facilitationproblem-solvingstakeholder engagementteam directionrisk identification