DigiHelic Solutions Pvt. Ltd.
Website:
digihelic.com
Job details:
Description:
ServiceNow CSM Architect
Experience: 8–14 years (8+ years on ServiceNow)
Location: Pune, Hyd, Bang
Role Summary
We are seeking a ServiceNow CSM Architect to lead the design and implementation of enterprise-scale Customer Service Management (CSM) solutions on the ServiceNow platform. The role focuses on delivering seamless, omnichannel customer experiences while ensuring scalability, performance, and alignment with business objectives.
Key Responsibilities
• Own end-to-end architecture for ServiceNow CSM solutions
• Design and implement:
○ Case Management, Customer Portals & Workspaces
○ Omnichannel support (Email, Chat, Virtual Agent)
○ Service Level Management & Automation
• Lead solution design discussions with business and CX stakeholders
• Define CSM architecture standards, design patterns, and best practices
• Ensure optimal use of OOTB ServiceNow capabilities, minimizing customization
• Guide delivery teams across design, build, integration, and deployment
• Oversee integrations with CRM, ERP, CPQ, Order Management, and contact center tools
Required Skills
• Strong hands-on and architectural experience in:
○ ServiceNow CSM
○ Customer workflows and service processes
• Expertise in:
○ Customer Service Workspace, Configurable / Advanced Workflows
○ IntegrationHub, REST/SOAP APIs
○ Flow Designer, UI Policies, ACLs
• Knowledge of CMDB, CSDM, and product / service modeling
• Experience integrating with systems like Salesforce, SAP, Dynamics, Telephony platforms
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