ServiceNow CSM Architect – Remote (Contract)

Cambridge, Massachusetts

  ServiceNow - Architect


Alldus International is a leading IT consulting and services firm, specializing in innovative solutions and technology implementations. We deliver cutting-edge solutions to our clients worldwide, helping them optimize their business processes and achieve digital transformation goals. As a trusted partner in the IT industry, Alldus International is committed to excellence, customer satisfaction, and the growth and development of our team members.

Position: ServiceNow CSM Architect $100-$110/hr

Job Summary:

As a ServiceNow CSM Architect at Alldus International, you will be a key member of our implementation team, responsible for designing, implementing, and enhancing ServiceNow's Customer Service Management (CSM) module to meet the specific needs of our clients. You will collaborate with cross-functional teams, including business analysts, developers, and project managers, to ensure successful delivery of ServiceNow CSM solutions and drive the transformation of customer service processes.


  1. CSM Solution Design: Utilize your expertise in the ServiceNow CSM module to understand business requirements and translate them into effective technical solutions. Design and architect end-to-end CSM solutions that align with industry best practices and meet client objectives.

  2. ServiceNow Configuration: Leverage your in-depth knowledge of the ServiceNow platform to configure CSM components, workflows, business rules, and integrations. Ensure that solutions are scalable, maintainable, and well-documented.

  3. Requirements Gathering: Collaborate with stakeholders, business analysts, and subject matter experts to gather and analyze customer service requirements. Participate in workshops to define CSM processes and map them to ServiceNow capabilities.

  4. Implementation and Customization: Lead the implementation of ServiceNow CSM projects, providing technical leadership and hands-on expertise in customizations, scripting, and application development to deliver tailored solutions.

  5. Integration and Data Management: Integrate ServiceNow CSM with other third-party applications, data sources, and systems to create a seamless customer service ecosystem. Ensure data integrity and effective data management practices.

  6. Testing and Quality Assurance: Conduct thorough testing of CSM solutions to identify and resolve any issues or defects. Validate that the implementation meets business requirements and user expectations.

  7. Continuous Improvement: Stay up-to-date with ServiceNow's latest features and releases, and provide recommendations for continuous improvement of the CSM module. Share best practices and insights with the broader team.

  8. Training and Support: Assist in training end-users and client administrators on the usage of ServiceNow CSM functionalities. Provide ongoing support and troubleshooting assistance as needed.


  1. Education: Bachelor's degree in Computer Science, Information Technology, or related field.

  2. Experience: Minimum of 3 years of hands-on experience specifically in ServiceNow CSM module, with over 5 years of overall experience in ServiceNow platform.

  3. Certifications: Certified Implementation Specialist – CSM certification and Certified System Administrator in ServiceNow.

  4. Technical Skills:

    • Proficiency in ServiceNow CSM configuration, workflows, and customizations.
    • Strong understanding of IT Service Management (ITSM) and Customer Service Management (CSM) processes.
    • Experience with JavaScript, HTML, CSS, and other web technologies.
    • Knowledge of ServiceNow APIs and integration methodologies.
    • Familiarity with Agile and ITIL frameworks.
  5. Communication: Excellent verbal and written communication skills with the ability to convey technical concepts to non-technical stakeholders effectively.

  6. Problem-Solving: Proven ability to analyze complex issues, identify root causes, and propose innovative solutions.

  7. Team Player: Ability to work collaboratively in a team environment, sharing knowledge and best practices with colleagues.

  8. Customer-Focused: Strong customer service orientation with a dedication to delivering high-quality solutions that exceed client expectations.