Job Category: IT

Job Type: Full Time

Job Location: Bangalore

Experience

8–12 Years (into ServiceNow)

Mandatory Skills

CSM, ITSM, CMDB, CSDM

Notice Period

Immediate to 15 Days

Job Description

- Architect and own end-to-end ServiceNow CSM solutions across customer operations, case management, and service delivery
- Robust 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
- Expertise in Domain Separation for multi-tenant environments
- Design and govern integrations using REST, SOAP, Integration Hub, MID Server, OAuth
- Strong knowledge of security, ACLs,



and performance optimization
- Lead technical design, reviews, and governance across implementations
- Mentor teams and provide architectural guidance

Mandatory Skills

- ServiceNow Solution Architect
- ServiceNow CSM
- ServiceNow Development
- ITSM
- CMDB & CSDM Framework
- REST Integrations (OAuth, JWT, API Security)
- CI/CD Pipelines
- REST / SOAP APIs

Roles & Responsibilities

- Collaborate with IT & business teams to enhance platform capabilities (ITIL aligned)
- Monitor platform health, usage, and compliance
- Coordinate application and platform upgrades
- Maintain technical documentation and processes
- Troubleshoot and resolve complex issues
- Develop integrations and automate workflows
- Participate in testing (Unit, System, Integration, UAT)
- Provide 24×7 support for production issues
- Act as liaison with vendors
- Ensure adherence to security standards
- Manage ticket queues and application portfolio
- Participate in strategy and roadmap discussions
- Communicate effectively with stakeholders

After you submit your application, our team will evaluate your profile and get back to you with an update.

📌 ServiceNow Architect (CSM) (India)
🏢 D-TechWorks
📍 India