ServiceNow CSM Architect – SAP

Our client, a global technology organization, is hiring an experienced ServiceNow CSM Architect to join their team remotely on a contract basis. The successful candidate will play a key role in supporting a complex ServiceNow transformation, working closely within a fast-paced environment while balancing technical delivery with strategic business objectives.

Responsibilities

• Lead the end-to-end architecture and solution design for enterprise-scale ServiceNow CSM implementations.

• Collaborate closely with business stakeholders, process owners and delivery teams to deliver scalable, efficient and business-aligned solutions.

• Advise on the effective use of out-of-the-box ServiceNow functionality and platform best practices.

• Assess solution feasibility and provide strategic recommendations aligned with technical and business requirements.

• Define, lead and oversee Proof of Concepts (PoCs), with occasional hands-on involvement where necessary.

• Provide architectural governance and oversight across multiple projects, programs and business streams.

• Support the deployment of solutions across various Lines of Business, each with unique operational requirements.

• Ensure all solutions align with broader enterprise architecture standards and strategic business priorities.

Skillset

• Demonstrated experience working as a ServiceNow Solution Architect within complex enterprise-scale environments.

• Strong expertise across ServiceNow CSM, with particular focus on Case Management, Complaint Management and PCSO.

• Solid understanding of ServiceNow platform architecture, design principles and best practices.

• Previous hands-on ServiceNow development experience, progressing into architecture and solution leadership roles.

• Proven ability to manage multiple concurrent workstreams and engage effectively with diverse stakeholder groups.

• Strong knowledge of enterprise integration approaches and scalable solution design.

• Excellent communication and senior stakeholder management skills.

• Ability to challenge constructively while delivering practical, solution-oriented recommendations.

• Strong leadership, strategic thinking and thought leadership capabilities.

• Experience supporting or delivering large-scale digital transformation programmes.