Website:
baseone.in
Job details:
Service Now CSM Architect
Location: Bengaluru
Experiences: 8 - 12 Years
Immediate Joiners ONLY (Within 15 days)
Job Description
- Architect and own end-to-end ServiceNow CSM solutions across customer operations, case management, and service delivery
- Strong expertise in CSM core architecture: Accounts, Contacts, Consumers, Cases, Entitlements, SLAs, Interactions, and Task relationships
- Design and manage Sold Products, Product Models, and Installed Base Items, including lifecycle and case linkage
- Deep understanding of ITSM vs CSM architecture, process boundaries, data models, and customer-centric design
- Implement and optimize Advanced Work Assignment (AWA) for skill-based and omnichannel routing
- Apply Task Intelligence / Predictive Intelligence for classification, assignment, and automation
- Act as ServiceNow Platform Architect/Admin, ensuring platform stability, scalability, and upgrade readiness
- Enforce configuration-over-customization and ServiceNow best practices for maintainable solutions
- Expertise in Domain Separation for multi-tenant or multi-customer environments
- Design and govern integrations using REST, SOAP, Integration Hub, MID Server, OAuth
- Strong knowledge of security, ACLs, data access, and performance optimization
- Lead technical design, reviews, and solution governance across CSM implementations
- Mentor teams and provide architectural guidance throughout delivery lifecycle
Mandatory Skills
Servicenow Solution Architect, CSM, Servicenow Developer, ITSM, CMDB & CSDM
framework, REST integrations (OAuth, JWT, API security), CI/CD pipelines, REST /
SOAP APIs
Roles & Responsibilities
- Work closely with our IT and business partners to configure and improve core platform capabilities in accordance with ITIL best practices.
- Monitor health, usage and overall compliance of ServiceNow and its applications.
- Coordinate application and platform upgrades.
- Build and maintain internal technical documentation, manuals, policies, and processes.
- Analyze, troubleshoot and resolve complex software application related problems.
- Develop systems integrations and process automation.
- Participate in workflow development / release activities as needed.
- Participate in unit, system, integration and user acceptance testing activities.
- Responsible for 24x7 on-call support for customer impacting production problems.
- Act as a technical liaison with software vendors, Ensure adherence to security standards.
- Respond to user tickets in the ticket queue and participate in administration, activities to manage the rest of our application portfolio.
- Participate in strategy and roadmap sessions.
- Communicate effectively, both orally and in writing and to translate technical, terminology into terms understandable to non-technical employees
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