ServiceNow Solution Architect

Role Overview

We are looking for an experienced ServiceNow Solution Architect with strong expertise in Customer Service Management (CSM) to lead end-to-end solution design, architecture, and implementation.

Key Responsibilities & Requirements

• 8+ years of ServiceNow implementation experience, including 3 full-lifecycle CSM implementations as a Solution Architect.

• Strong expertise in ServiceNow CSM, Case Management, Flow Designer, Integration Hub, and SLA/OLA configuration.

• Design scalable workflows, case types, playbooks, and data models.

• Define integrations with ERP, SAP, procurement, contract management, SSO, email, and SharePoint platforms.

• Experience with SLA calculations, event-driven integrations, error handling, and retry mechanisms.

• Lead requirement gathering, solution architecture, SIT/UAT, and deployment activities.

• Strong client-facing communication and stakeholder management skills.

Mandatory Certification:

• ServiceNow Certified System Administrator (CSA).

Good to Have:

• ServiceNow CIS-CSM certification.

• Experience with CLM platforms such as RubiCon.

• Exposure to Telecom, Shared Services, or GBS/BPO environments.

• Experience handling architecture governance and commercial discussions.