ServiceNow CSM Architect (Hands-on Technical Lead)

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
  

• ServiceNow Certified Implementation Specialist – CSM
  
• ServiceNow Certified System Administrator
  
• ServiceNow Certified Application Developer (highly desirable)
  

• 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
  

• Proven experience as technical lead on ServiceNow programmes
  
• Experience delivering scalable segmentation or entitlement models
  
• Strong understanding of ServiceNow data model design
  
• Ability to balance architecture governance with hands-on delivery
  
• Experience working in regulated or public-sector environments desirable
  

• 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
  

• 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