ServiceNow Technical Architect (CSM) Jobs

ServiceNow Technical Architect – CSM (Customer Service Management)
Location: Remote (Germany-based Retail Client)
Language Requirement: Fluent in German and English
Job Type: Contract / Freelance 
Start Date: ASAP


Our client are hiring a highly skilled and experienced ServiceNow Technical Architect with deep, hands-on expertise in Customer Service Management (CSM) to support a leading retail client in Germany. This role demands both strategic leadership and strong technical execution to drive complex ServiceNow implementations in a dynamic, customer-facing environment.

As the Technical Architect, you will be responsible for shaping and delivering end-to-end ServiceNow CSM solutions while collaborating closely with business stakeholders, developers, and cross-functional teams. This is a remote role; however, fluency in German is essential due to the client-facing nature of the project.


Responsibilities

• Act as the technical lead and architect for the full lifecycle of CSM implementations and enhancements.
• Translate business requirements into well-architected, scalable and performant ServiceNow solutions.
• Provide hands-on configuration, scripting and integration work within the ServiceNow platform.
• Collaborate with Product Owners, Process Owners, Developers and other Architects to ensure design consistency and platform best practices.
• Lead technical workshops and solution architecture sessions with stakeholders.
• Provide governance and design oversight across CSM workflows, case management, virtual agents, knowledge management and customer portals.
• Ensure platform performance, security and compliance with enterprise standards.
• Proactively identify technical risks and develop mitigation strategies.
• Provide mentorship to junior ServiceNow developers and support knowledge transfer to internal teams.

Skillset

• Fluent in German (C1+) and English.
• 5+ years of hands-on experience as a ServiceNow Technical Architect, with a strong recent focus on CSM.
• Proven track record delivering complex, high-volume CSM projects in enterprise or retail environments.
• Deep understanding of the ServiceNow platform architecture, capabilities and data model.
• Expert-level hands-on knowledge of ServiceNow Studio and Application Scoping, CSM modules, IntegrationHub, Flow Designer, REST/SOAP integrations, Service Portal customization and UI policies/scripts
• Familiarity with ITSM, FSM, or other ServiceNow modules is a plus.
• ServiceNow Certified Technical Architect (CTA) or Certified Implementation Specialist – CSM is a plus.
• Experience working with large-scale retail customers or B2C service environments is a bonus.
• Exposure to Agile/Scrum project methodologies.
• Previous experience leading offshore/nearshore development teams.

Contact ailsa@alldus.com for more details. 

Freelance ServiceNow Architect – CSM Expert (German Speaking)
Remote | 20 hrs/week | 3 months | Fluent German required

 

Our client, an IT Services organization, are urgently seeking a hands-on ServiceNow Architect with strong expertise in Customer Service Management (CSM) to support a high-priority client. The successful candidate will engage with stakeholders, gather complex requirements and translate them into clear, detailed User Stories in English for developers.


Responsibilities

• Lead the architecture and design of ServiceNow CSM solutions aligned with business goals.
• Engage with German-speaking stakeholders to gather and analyse complex business requirements.
• Translate requirements into detailed, developer-ready user stories in English.
• Oversee the configuration and implementation of CSM modules, including Playbooks and Advanced Work Assignment.
• Collaborate with developers and testers to ensure high-quality delivery.
• Provide expert guidance on best practices, performance optimisation and solution scalability.

Skillset

• Proven experience with ServiceNow CSM at architect or senior consultant level.
• Strong communication and documentation skills.
• Fluent in German and English.
• Available for ~20 hours/week over 3 months.

ServiceNow CSM Architect 
Location: Remote, USA
Type: Contract


Our client, a leading IT Consulting organization, is hiring an experienced ServiceNow CSM Architect with deep expertise in Customer Service Management. The successful candidate will be responsible for designing and implementing robust Customer Service Management (CSM) solutions in line with business goals. This is a fully remote opportunity open to candidates based in the USA.


Responsibilities

• Architect and lead the implementation of ServiceNow CSM solutions.

• Collaborate with stakeholders to gather and analyze requirements.

• Design scalable, performance-optimized CSM configurations.

• Guide development teams through build and deployment.

• Ensure alignment with industry best practices and ServiceNow standards.

• Provide technical leadership and strategic guidance on platform capabilities.

Skillset

• Proven experience as a ServiceNow Architect with a focus on Customer Service Management (CSM).

• Certified Implementation Specialist (CIS) – CSM is required.

• Strong understanding of ServiceNow architecture and data models.

• Hands-on experience with integrations, workflows, and CSM-specific modules.

• Excellent communication and leadership skills.

• Must be authorized to work in the USA and based within the country.

Our client, a global IT Consulting organization, are hiring a ServiceNow Business Process Consultant to join the team in San Jose, CA on a contract basis. The successful candidate will play a key part in analyzing, designing and optimizing customer-facing business processes within the Customer Service Management (CSM) module on the ServiceNow platform.


Responsibilities

• Serve as the Subject Matter Expert (SME) for ServiceNow CSM, providing guidance on platform capabilities and best practices.

• Evaluate current customer service processes to identify areas for automation, enhancement and efficiency gains.

• Design and document end-to-end workflows and CSM solutions aligned with strategic business goals.

• Facilitate stakeholder workshops to gather requirements and ensure alignment on solution design.

• Collaborate with developers and technical teams to implement and validate process improvements.

• Develop use cases and test scenarios, and support User Acceptance Testing (UAT) to ensure solution effectiveness.

• Provide expertise on configuration, customization and integration with other ServiceNow modules such as ITSM, FSM and HRSD.

• Support the rollout of new features and platform upgrades, promoting smooth transitions and user adoption.

• Create and deliver user training sessions and comprehensive documentation for end users and support staff.

• Remain current on the latest ServiceNow CSM updates, features, and emerging trends.

Skillset

• Bachelor’s degree in Business, Information Technology, Computer Science or similar.

• Minimum of 3 years of experience as a Business Process Consultant or Analyst, with a strong focus on ServiceNow Customer Service Management (CSM).

• ServiceNow Certified Implementation Specialist - CSM certification is required.

• Solid understanding of the ServiceNow platform architecture, including workflows, configurations and integrations.

• Proven experience in designing, streamlining and optimizing customer service processes.

• Hands-on experience in Agile/Scrum methodologies, utilizing tools such as JIRA or ServiceNow Agile Development.

• Knowledge of industry frameworks such as ITIL, COBIT or Six Sigma is a plus.

• Exceptional communication skills with the ability to convey complex technical concepts to business stakeholders.

Our client, a global IT Consulting organization, is hiring a ServiceNow CSM Architect to join the team on a contract basis in San Jose, CA. The successful candidate will lead the design, architecture and implementation of ServiceNow Customer Service Management (CSM) solutions, ensuring the platform aligns with organizational objectives and delivers outstanding customer experiences.


Responsibilities

• Design and architect scalable, efficient and maintainable ServiceNow CSM solutions.

• Lead workshops and collaborate with stakeholders to gather and analyze business requirements.

• Develop and review solution designs, workflows and integrations within ServiceNow CSM.

• Provide technical leadership and guidance to development teams during implementation.

• Ensure best practices and compliance with ServiceNow architecture and platform standards.

• Drive continuous improvement initiatives and recommend enhancements for CSM processes.

• Support testing, deployment and post-production support activities.

• Stay updated with the latest ServiceNow CSM features and industry trends.

Skillset

• Proven experience as a ServiceNow CSM Architect or similar role with a strong focus on Customer Service Management.

• ServiceNow Certified Implementation Specialist – Customer Service Management (CIS–CSM) certification is mandatory.

• Deep understanding of ServiceNow platform architecture, including CSM modules, ITSM, integrations and automation.

• Experience designing and implementing complex workflows, business rules and customizations.

• Strong knowledge of ServiceNow best practices and platform capabilities.

• Excellent communication and stakeholder management skills.

ServiceNow Technical Architect (FSM Focus)
Location: Remote (UK/EU Preferred)
Contract Type: Part-Time Initially (2 days/week), potential for full-time hours during build phase
Start Date: ASAP
Duration: Initial engagement for a few months, likely to extend


Our client, a global tech organization, are hiring a ServiceNow Technical Architect with skills in Service Management (FSM) to join the team on a part-time contract. The successful candidate will lead and own FSM delivery, shape architecture and collaborate to deliver smart, scalable ServiceNow solutions.


Responsibilities

• As the ServiceNow Technical Architect, you will facilitate and actively participate in design workshops.

• Turn business requirements into smart, scalable solutions.

• Take full ownership of end-to-end FSM discussions and decision-making.

• Shape the technical architecture while remaining hands-on with configuration and delivery.

• Work closely with stakeholders and cross-functional teams to ensure seamless execution.

Skillset

• Extensive Field Service Management (FSM) expertise.

• Proven ability to design robust technical architectures with hands-on configuration skills.

• Strong communication skills and confidence leading workshops and gathering requirements.

• Experience with Customer Service Management (CSM) is a plus.

Engagement Details

• Starting at 2 days/week for the design phase.

• Potential for much heavier involvement during the build.

• Kicking off ASAP.

Interested? Apply below or please reach out to nicolam@alldus.com for more information.

Our client is hiring a ServiceNow Architect to serve as a leader responsible for delivering high-quality ServiceNow HR Service Delivery (HRSD) or Customer Workflows (CSM) solutions. You will work closely with clients to identify business challenges and architect innovative solutions leveraging the ServiceNow platform. The role demands a strong blend of technical expertise, consulting skills, and leadership abilities to guide teams and influence stakeholders.


Responsibilities

• Lead architectural design, development, deployment, and integrations for the ServiceNow HRSD platform.

• Act as a key technical interface between clients and development teams.

• Conduct workshops to gather technical and business requirements.

• Develop and enforce technical design standards, best practices and patterns.

• Optimize solutions to align with client needs, leveraging deep knowledge of ServiceNow products and capabilities.

• Ensure quality deliverables and proactively identify areas for improvement within the ServiceNow ecosystem.

• Maintain expertise in ServiceNow technologies such as SSO, SAML, LDAP, REST, SOAP and web services.

• Assist pre-sales teams by scoping service engagements involving ServiceNow HRSD or CSM and complex integrations.

Skillset

• Certified System Administrator and Certified Technical Architect.

• Experience in ServiceNow HR Service Delivery (HRSD) or Customer Workflows (CSM) solutions.

• Experience implementing and integrating ServiceNow.

• Proven expertise as a technical consultant in client environments.

• Proficiency in ServiceNow product lines, including scripting in JavaScript (Business Rules, Client Scripts, UI Actions, AngularJS, etc.).

• Strong analytical, creative problem-solving, and consultative influencing skills.

• Strong interpersonal and communication skills, with a focus on customer-centric solutions.

If you are in the market seeking a new opportunity & meet the above criteria, please send me across your updated resume to jonathan@alldus.com.

Alldus has partnered with a global IT service provider who are looking for a skilled ServiceNow Technical Architect with expertise in Customer Service Management (CSM) on a 6-month contract. This remote role offers the opportunity to lead the design and implementation of ServiceNow solutions, ensuring seamless integration and optimal functionality for our customers.


Responsibilities:

• Lead the architectural design, configuration, and implementation of ServiceNow CSM solutions.

• Collaborate with cross-functional teams to understand business needs and translate them into ServiceNow solutions.

• Provide expert guidance on ServiceNow best practices, with a focus on scalability, performance, and user experience.

• Develop integration strategies and ensure smooth data flow between ServiceNow and other enterprise systems.

• Troubleshoot and resolve complex technical issues related to CSM workflows, integrations, and automation.

• Deliver documentation, including architectural blueprints, solution design, and technical specifications.

• Ensure compliance with industry standards, security protocols, and company guidelines.

Qualifications:

• Proven experience as a ServiceNow Technical Architect with a strong focus on Customer Service Management (CSM).

• In-depth understanding of ServiceNow platform, particularly in areas of architecture, workflows, integrations, and customization.

• Experience with ServiceNow ITSM, ITOM, and other related modules is a plus.

• Strong understanding of cloud architecture and integration methods (REST/SOAP, APIs, etc.).

• Ability to work autonomously in a remote setting, managing multiple priorities and projects simultaneously.

• Excellent problem-solving skills with a focus on delivering innovative solutions.

• ServiceNow certifications (e.g., Certified Application Developer, Certified Implementation Specialist) are preferred.

If this sounds like the role for you, apply now in the link below or email your resume directly to rhiannon@alldus.com for consideration.

Our client is a global IT service provider and they are hiring an experienced ServiceNow Developer with expertise in Customer Service Management (CSM) to join the team in New Jersey. The successful candidate will be interacting daily within ServiceNow to Managing Customer Incidents and Request related to the build and implementation of ServiceNow Applications, Modules and more.


Responsibilities

• As a ServiceNow CSM Developer, you will be responsible for to design, develop, and implement ServiceNow CSM solutions based on business requirements.

• Configure workflows, forms, and service portals to optimize the customer service experience.

• Customize CSM features, including case management, customer portals, and integrations.

• Collaborate with stakeholders to gather technical requirements and provide tailored solutions.

• Develop and maintain Service Catalogs, Knowledge Management, and related CSM functionalities.

• Integrate third-party applications and systems with ServiceNow to enhance functionality.

• Conduct system testing, troubleshooting, and performance tuning for CSM modules.

• Provide ongoing technical support and maintenance for the ServiceNow CSM environment.

Skillset

• At least three years of experience as a ServiceNow Developer, with a focus on CSM implementations.

• Strong understanding of ServiceNow platform architecture and best practices.

• Proven experience in configuring and customizing the CSM module, including case management, customer portals, and knowledge management.

• Hands-on experience with ServiceNow Scripting, including JavaScript, and API integrations.

• Strong analytical and problem-solving skills, with the ability to translate business needs into technical solutions.

• Experience with Agile development methodologies.

• ServiceNow Certified System Administrator (CSA) or Certified Application Developer preferred.

• Prior experience in remote contract roles or working with teams in a distributed environment is a plus.