Core Responsibilities We are seeking a highly accomplished ServiceNow Customer Service Management (CSM) Architect

Enterprise CSM Platform Architecture Define and govern the end-to-end technical architecture, data models, domain separation, and security frameworks across an enterprise-scale ServiceNow CSM platform.

CSM Module Strategy Lead the architectural design and roadmap execution for large-scale deployments across the Customer Service Management suite, including Case Management, Omni-channel Routing, Customer Portals/Next Experience UI, Field Service Management (FSM) integration, and custom extensions via App Engine.

Advanced Customization & Logic Design complex workflows, business rules, script includes, and client-side logic using advanced platform scripting frameworks (Glide, JavaScript, and AngularJS/Service Portal).

Integration Engineering Architect seamless, secure, and modern system integrations connecting ServiceNow CSM with third-party tools (CRMs, ERPs, Contact Center/CTI platforms, and Billing systems) leveraging REST/SOAP APIs, Integration Hub, and MID Servers.

Customer Data & Service Visibility Governance Guide the strategic implementation of customer data architectures (Accounts, Contacts, Install Base, Entitlements)



and align them with the CMDB/CSDM framework to ensure data integrity across customer-facing services.

Agile Technical Leadership Oversee development teams in an Agile environment, partnering with product owners and customer success leads to translate business cases into technical stories within project management tools like Jira.

Job Requirements

Technical Skills

15+ years of total IT experience, with a minimum of 5+ years of dedicated, hands-on architecture experience within the ServiceNow platform focused on Customer Service Management (CSM).

Expert-level mastery of ServiceNow technical infrastructure, domain separation, data schemas, and CSM-specific security models (Account/Contact/Consumer ACLs).

Deep proficiency in JavaScript scripting (Glide APIs) and contemporary front-end UI framework design using AngularJS and Service Portal / Workspaces.

Proven technical expertise in establishing integration pipelines, configuring MID Servers, and managing automated API endpoints for external customer/telephony systems.

Strong foundational knowledge of CMDB frameworks, identification rules (IRE), and CSDM standards mapped to customer service offerings.

📌 Architect (ATC) (Hyderabad)
🏢 Virtusa
📍 Hyderabad