ServiceNow - CSM Architect

Spyrosoft is seeking a highly skilled ServiceNow CSM Architect to join our team and design innovative, bespoke solutions for our global clients. You will play a pivotal role in shaping enterprise service processes and digital workflows, ensuring high-quality customer experiences through advanced platform implementation.

Key responsibilities

• Lead the technical design and architecture for Customer Service Management solutions within the ServiceNow platform.
• Design and optimize end-to-end customer service processes, including case management, entitlements, SLAs, and communication flows.
• Integrate CSM modules with other ServiceNow components like ITSM, FSM, and CMDB, as well as external CRM systems.
• Collaborate with stakeholders to translate business requirements into scalable, high-performance technical solutions.
• Oversee reporting, dashboards, and analytics to measure service performance and customer satisfaction metrics.

Requirements

• At least 5+ years of professional experience in ServiceNow implementation and solution delivery.
• Proven track record in designing and delivering complex Customer Service Management solutions.
• Relevant ServiceNow certifications such as CAD or CIS, with a preference for CSM specialization.
• Strong understanding of ITIL frameworks and modern customer service management best practices.
• Excellent communication and stakeholder management skills to drive project success.

What we offer

• Opportunity to work on diverse, global projects within a collaborative and professional environment.
• Continuous professional development and support for expanding your expertise across the ServiceNow ecosystem.
• A fully remote work model that prioritizes flexibility and autonomy for all team members.