ServiceNow CSM Architect (Hands -on Technical Lead) (Pune)

ServiceNow CSM Architect (Hands -on Technical Lead) (Pune)

05 Aug
|
Leading
|
Pune

05 Aug

Leading

Pune

ServiceNow CSM Architect (Hands -on Technical Lead)




Role Overview




We are seeking an experienced ServiceNow CSM Certified Architect with strong hands -on development capability to lead the technical delivery of a multi -workstream ServiceNow transformation programme.




The Architect will own solution design and technical governance across:


- CSM data model extension & product segmentation


- Service Portal (web/mobile) implementation


- Content Management & Publishing configuration


- Multi -channel communications integration (Email, Push, WhatsApp)


This role requires a balance of architecture leadership, hands -on configuration, and technical oversight of developers.




Requirements

Solution Architecture & Design

- Own end -to -end technical architecture across all work packages

- Design scalable CSM data model extensions

- Define product -based segmentation logic and role strategy

- Architect integration patterns for MDM feeds and external APIs

- Ensure maintainable, upgrade -safe ServiceNow configuration


⃣ ServiceNow CSM Configuration

- Extend core CSM tables (Service Offerings, Sold Products, Install Base)

- Design and build Flow Designer scheduled and record -triggered flows

- Implement automated user role reconciliation logic

- Configure advanced User Criteria segmentation (multi -dimensional targeting)


⃣ Service Portal Architecture





- Architect and oversee development of a multi -page Service Portal

- Translate Figma wireframes into scalable portal components

- Ensure responsive design (desktop/tablet)

- Implement personalised content visibility using User Criteria

- Ensure WCAG 2.1 AA accessibility compliance


⃣ Content Publishing & Multi -Channel Delivery

- Configure ServiceNow Content Management & Publishing

- Design approval workflow structures

- Implement notification routing logic (importance + channel based)

- Oversee integration with external messaging APIs (e.g. WhatsApp)

- Configure analytics dashboards for content effectivenes


⃣ Quality, Governance & Assurance

- Define Automated Test Framework (ATF) strategy

- Conduct peer reviews and code quality checks

- Support UAT and production deployment

- Produce technical documentation and handover materials

- Ensure compliance with GDPR and internal security standards


Essential Skills & Experience




Certifications

- ServiceNow Certified Implementation Specialist – CSM

- ServiceNow Certified System Administrator





- ServiceNow Certified Application Developer (highly desirable)


Technical Expertise

- Extensive ServiceNow CSM implementation experience

- Strong hands -on Flow Designer experience

- Service Portal architecture and development knowledge

- User Criteria and role -based access control design

- REST API integration design and implementation

- Content Publishing and notification configuration

- Automated Test Framework (ATF) experience


Architecture & Delivery

- Proven experience as technical lead on ServiceNow programmes

- Experience delivering scalable segmentation or entitlement models

- Solid understanding of ServiceNow data model design

- Ability to balance architecture governance with hands -on delivery

- Experience working in regulated or public -sector environments desirable


Desirable Experience

- Experience integrating WhatsApp for Business APIs

- Experience processing structured data imports (CSV/MDM feeds)

- Experience delivering WCAG 2.1 AA compliant portals

- Familiarity with ServiceNow Zurich or later versions


Personal Attributes

- Strong technical leadership and decision -making capability

- Clear communicator with technical and non -technical stakeholders

- Comfortable working in fast -paced transformation environments

- Detail -oriented with strong quality focus


📌 ServiceNow CSM Architect (Hands -on Technical Lead) (Pune)
🏢 Leading
📍 Pune

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