ServiceNow CSM Architect – Remote (Contract)

Cambridge, Massachusetts

  ServiceNow - Architect


Our client is a leading IT consulting and services firm, specializing in innovative solutions and technology implementations. They are hiring a ServiceNow CSM Architect on a contract basis to be responsible for designing, implementing, and enhancing ServiceNow’s Customer Service Management (CSM) module to meet the specific needs of clients.


  • 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.

  • 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.

  • Collaborate with stakeholders, business analysts, and subject matter experts to gather and analyze customer service requirements.

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

  • Integrate ServiceNow CSM with other third-party applications, data sources and systems to create a seamless customer service ecosystem.

  • Assist in training end-users and client administrators on the usage of ServiceNow CSM functionalities. 


  • Bachelor’s degree in Computer Science, Information Technology or related field.

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

  • Certified Implementation Specialist – CSM certification and Certified System Administrator in ServiceNow.

  • 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.

  • Strong customer service orientation with a dedication to delivering high-quality solutions that exceed client expectations.

Rate: $100-$110 p/h