ServiceNow CSM Architect

The ServiceNow CSM Architect is responsible for designing and implementing scalable, high-quality solutions on the ServiceNow Customer Service Management platform. This role involves working closely with stakeholders to understand business requirements and translating them into technical solutions aligned with ServiceNow best practices. The role is required to work with clients to assess current state processes and tools, identify ServiceNow platform solution options, define ServiceNow solution requirements, determine and define integration requirements, and develop overall architecture and implementation plans. Also responsible for ensuring that the solution delivered to business units are engineered in accordance with corporate architecture and infrastructure standards.
The ideal candidate must have prior experience in migrating applications from on prem to cloud to the ServiceNow Platform. The architect is able to understand the nuances in the current state on-prem architecture, prepare a target state architecture in alignment with overall strategy and work with various technical folks to migrate the application to cloud.

• Serve as an expert in the ServiceNow platform and CSM, leading ServiceNow practices, advancements, and innovation
• Lead the architecture and design of ServiceNow CSM solutions including Case Management, Knowledge Management, and Customer Service Portal.
• Define and document technical solutions that address client business problems, scalable and with industry best practices.
• Serve as the primary technical point-of-contact for ServiceNow CSM projects.
• Collaborate with cross-functional teams including developers, business analysts, and project managers.
• Configure and customize ServiceNow CSM modules and workflows.
• Ensure integration with other enterprise systems and tools.
• Develop and maintain technical documentation, including architecture diagrams and process flows.
• Conduct design authority meetings to review and approve technical solutions.
• Provide technical leadership and mentorship to junior team members.
• Monitor and optimize instance performance and user experience.
• Ability to manage development team, customer, stakeholder expectations
• Experience working in an IT Service Management (ITIL) / Agile / DevOps environment
• Build high-quality, clean, scalable, and reusable code by enforcing best practices around software engineering architecture and processes (Code Reviews, Unit testing, etc.)
• Work with the product owners to understand detailed requirements and own your code from design, implementation, test automation and delivery of high-quality product to our users.
• Contribute to the design and implementation of new products and features while also enhancing the existing product suite
• Provide advice on how business services are delivered with a vision for improvement.
• Be a mentor for colleagues and help promote knowledge-sharing

Technology :

ServiceNow CSM including ServiceNow platform, APP engine (studio), Service portal, Flow Designer/Workflow, MID Server, REST API, SOAP, JSON JDBC, Integration Hub, UI Builder.

Required Experience & Qualification:

• 10+ years' experience and proven specialization in ServiceNow implementation with minimum 3 years of experience working as an Architect for ServiceNow CSM.

• Comfortable in working in a high paced work environment and can adapt to rapidly changing business drivers.
• Very strong technical skills and experience
• Software architecture & design experience.
• Knowledge and experience of Infrastructure Operations, Cloud migration as well as E-Bonding with other ServiceNow instances
• Experience with creating workflows in ServiceNow, Remedy or similar experience
• Demonstrated ability to translate complex business requirements into automated workflow-based solutions
• Ability to develop test scripts and plans and guide team on same
• Knowledge of service management and request fulfillment processes
• ServiceNow System Admin certification, ServiceNow Application Developer and/or Product line certifications a plus
• Working knowledge of JavaScript, JSON, HTML preferred
• Working knowledge of databases, tables, attributes, and relationships
• Understanding of ITIL principles/best practices preferred

Soft skills

• Excellent Analytical and troubleshooting skill.
• Excellent in Verbal, written communication.
• Creative thinking in implementing Service improvements (automation, incident reduction, etc.).
• Willingness and flexibility to learn new technologies, scale up quickly and adapt to different roles as the situation demands.
• Practical experience with agile methodologies/tools
• Cross functional Knowledge on matters that require coordination across organization and collaborates well with other groups, voluntarily shares information.

Client-provided location(s): Guadalajara, Mexico

Job ID: Infosys-139010BR

Employment Type: OTHER

Posted: 2025-10-11T18:37:22