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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.
