Job Description
What you’ll be doing:
The ServiceNow CSM Architect role is accountable for all aspects of the technical solution and implementation from initiation through closeout of customer CSM projects. This person leads onsite and virtual technical requirements gathering workshops with customers to capture all requirements necessary to implement the solution on the ServiceNow platform. The CSM Architect provides consultative guidance to the customer and designs the overall solution based on ServiceNow and industry specific best practices.
Key Areas of Responsibility
● Serve as primary technical point-of-contact for projects
● Act as key interface between the development team and the customer
● Define technical solutions for architecture and design that are aligned with clients’ business problems and ServiceNow CSM implementation best practices
● Co-lead requirements gathering workshops with Business Functional team members to provide technical guidance, and assist with capturing all necessary business, functional and technical requirements necessary to design and implement the solution
● Collaborate with Business Functional team members to write/estimate stories
● Oversee developers’ work, and own overall quality and delivery of development
● Capable of executing hands-on development for stories that cannot be delegated
● Responsible for sprint demos, delivery of additional development artifacts and documentation, and knowledge transfer activities as required
● Work collaboratively with Engagement Manager to monitor for scope creep and resolve critical path technical issues and challenges
● Provide mentorship to developers and platform engineers on technical design standards and best practices
● Proactively maintain expert knowledge and understanding of the latest ServiceNow platform and product offerings
● Maintain expert knowledge of the ServiceNow CSM & ITSM Products
● Assist pre-sales team with scoping service engagements typically involving ServiceNow CSM products and complex integrations with client applications/systems
● Research partner or vendor solutions to advise on optimal tools for integrations to meet client requirements
● Contribute to the continual improvement of Delivery processes and the maturing of the CSM practice.
● Diligently and accurately track and record all time and keep calendar up-to-date with scheduled activities
● Assist in identifying and implementing key business KPI metrics
● Other duties and responsibilities as assigned
Required Qualifications
● Proven consulting experience as a key technical resource leading the development and delivery of CSM solutions in client environments
● Expert level proficiency in CSM produce line including current CSM CIS certification(s)
● Knowledge of key call center technologies; IVRs, collaboration, and chat bots
● Experience with key technologies relevant to ServiceNow integration solutions including: SSO, SAML, SSL, Web Services, LDAP, SOAP, ODBC, REST, SCP, FTPS
● Experience with scripting in the ServiceNow platform using JS: Business Rules, Client Scripts, UI Actions, UI Pages, Angular JS, Jelly, etc.
● Ability to listen, interpret, strategize and consult on complex business processes and technical concepts
● Demonstrated ability to influence and consult with clients, translating technical strategies to business outcomes and business outcomes to technical strategies.
● Excellent interpersonal skills, customer centric attitude, and situational awareness
● Outstanding verbal, written and presentation skills
● Proven team player and team builder
● Strong ownership, accountability, and attention to detail in all work efforts
● Superior maturity, professionalism, and judgment; ability to excel with minimum supervision
● Experience with SDLC processes implementing in a variety of project methodologies: waterfall, iterative, SAFe, Agile/Scrum
● Ability to travel 25% of the time
Education, Certifications And/or Experience Qualifications
● 3+ years working on the ServiceNow platform
● Degree or equivalent, preferably in Computer Science or Information Technology
● ServiceNow Certified System Administrator (CSA)
● ServiceNow Certified Implementation Specialist for one or more of the CSM products
● ServiceNow pre-sales accreditations in multiple product lines (CSM)
Preferred Qualifications
● 5+ years working on the ServiceNow platform or 8+ years of Industry experience
● Working knowledge of Customer Service Management / Customer Experience Processes
● Experience interfacing with IVR technologies on the ServiceNow Platform using OpenFrame
• ● Proficient in ServiceNow agent workspace, custom portal design, and virtual assistant
The ServiceNow CSM Architect role is accountable for all aspects of the technical solution and implementation from initiation through closeout of customer CSM projects. This person leads onsite and virtual technical requirements gathering workshops with customers to capture all requirements necessary to implement the solution on the ServiceNow platform. The CSM Architect provides consultative guidance to the customer and designs the overall solution based on ServiceNow and industry specific best practices.
Key Areas of Responsibility
● Serve as primary technical point-of-contact for projects
● Act as key interface between the development team and the customer
● Define technical solutions for architecture and design that are aligned with clients’ business problems and ServiceNow CSM implementation best practices
● Co-lead requirements gathering workshops with Business Functional team members to provide technical guidance, and assist with capturing all necessary business, functional and technical requirements necessary to design and implement the solution
● Collaborate with Business Functional team members to write/estimate stories
● Oversee developers’ work, and own overall quality and delivery of development
● Capable of executing hands-on development for stories that cannot be delegated
● Responsible for sprint demos, delivery of additional development artifacts and documentation, and knowledge transfer activities as required
● Work collaboratively with Engagement Manager to monitor for scope creep and resolve critical path technical issues and challenges
● Provide mentorship to developers and platform engineers on technical design standards and best practices
● Proactively maintain expert knowledge and understanding of the latest ServiceNow platform and product offerings
● Maintain expert knowledge of the ServiceNow CSM & ITSM Products
● Assist pre-sales team with scoping service engagements typically involving ServiceNow CSM products and complex integrations with client applications/systems
● Research partner or vendor solutions to advise on optimal tools for integrations to meet client requirements
● Contribute to the continual improvement of Delivery processes and the maturing of the CSM practice.
● Diligently and accurately track and record all time and keep calendar up-to-date with scheduled activities
● Assist in identifying and implementing key business KPI metrics
● Other duties and responsibilities as assigned
Required Qualifications
● Proven consulting experience as a key technical resource leading the development and delivery of CSM solutions in client environments
● Expert level proficiency in CSM produce line including current CSM CIS certification(s)
● Knowledge of key call center technologies; IVRs, collaboration, and chat bots
● Experience with key technologies relevant to ServiceNow integration solutions including: SSO, SAML, SSL, Web Services, LDAP, SOAP, ODBC, REST, SCP, FTPS
● Experience with scripting in the ServiceNow platform using JS: Business Rules, Client Scripts, UI Actions, UI Pages, Angular JS, Jelly, etc.
● Ability to listen, interpret, strategize and consult on complex business processes and technical concepts
● Demonstrated ability to influence and consult with clients, translating technical strategies to business outcomes and business outcomes to technical strategies.
● Excellent interpersonal skills, customer centric attitude, and situational awareness
● Outstanding verbal, written and presentation skills
● Proven team player and team builder
● Strong ownership, accountability, and attention to detail in all work efforts
● Superior maturity, professionalism, and judgment; ability to excel with minimum supervision
● Experience with SDLC processes implementing in a variety of project methodologies: waterfall, iterative, SAFe, Agile/Scrum
● Ability to travel 25% of the time
Education, Certifications And/or Experience Qualifications
● 3+ years working on the ServiceNow platform
● Degree or equivalent, preferably in Computer Science or Information Technology
● ServiceNow Certified System Administrator (CSA)
● ServiceNow Certified Implementation Specialist for one or more of the CSM products
● ServiceNow pre-sales accreditations in multiple product lines (CSM)
Preferred Qualifications
● 5+ years working on the ServiceNow platform or 8+ years of Industry experience
● Working knowledge of Customer Service Management / Customer Experience Processes
● Experience interfacing with IVR technologies on the ServiceNow Platform using OpenFrame
• ● Proficient in ServiceNow agent workspace, custom portal design, and virtual assistant
💡 Quick Summary
Seeking a career-building opportunity? The Servicenow developer position is now open for candidates interested in the Software Developer Jobs sector. This role in Anywhere offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Software Developer Jobs is a plus.
