ServiceNow Technical Architect (CSM, Portal and Integration)

Astrica

19h • Remote

About The Position

Astrica ServiceNow Customer Service Management (CSM) Architects are the cornerstone of our technical delivery, bringing deep expertise in in Customer Service Management, omnichannel services experiences, and enterprise-grade integrations to design scalable, intuitive, and high-impact solutions on the ServiceNow platform. They guide clients through best practices, shape long-term architecture and platform strategies, and mentor delivery teams while staying ahead of evolving CSM and platform capabilities. Astrica Architects play a critical role in ensuring solution quality, driving successful outcomes across complex programs, and contributing to internal knowledge sharing and continuous innovation.

Requirements

• 7+ years architecting ServiceNow solutions, including 3+ years of CSM design and implementation experience.
• 3+ years building and optimizing Customer Service Portal and Mobile experiences, including omnichannel service delivery and self-service optimization.
• 3+ years designing enterprise integrations leveraging REST, SOAP, Integration Hub, telephony systems (CTI), CRM platforms, and third-party ticketing systems.
• Proven hands-on development capabilities in ServiceNow, able to write scripts, build workflows, and configure solutions independently when needed.
• Experience managing a ServiceNow production instance, including governance, change management, and platform health monitoring.
• Deep knowledge of CSM best practices including case deflection strategies, agent workspace optimization, knowledge management, and customer journey mapping.
• Strong understanding of platform architecture such as data modeling, ACL/security, flow orchestration, performance optimization, and scoped applications.
• Proven ability to lead client workshops, clarify requirements, and translate them into scalable technical designs.
• Experience guiding Agile delivery activities, including story review, estimation, backlog refinement, and sprint planning.
• Excellent communication and leadership skills, with the ability to advise stakeholders and coach technical teams.

Nice To Haves

• Hands-on experience with Customer Service Portal, Service Portal, Mobile Agent, or Agent Workspace for CSM.
• Background integrating ServiceNow CSM with CRM systems (Salesforce, Microsoft Dynamics), contact center platforms (Genesys, Five9, NICE), or customer engagement tools.
• ServiceNow certifications such as CSA, CAD, CIS-CSM (strongly preferred), CIS-ITSM, or Integration Hub.
• Experience developing or governing ServiceNow UX components (HTML, CSS, AngularJS, widgets).
• Exposure to enterprise architecture frameworks or governance models for multi-instance ServiceNow environments.
• Experience with telephony integrations (CTI adapters, IVR systems, call routing).
• Knowledge of ITIL practices applied to customer service operations.
• Background with AI-powered virtual agents, chatbots, or Now Assist for CSM.
• Experience with Field Service Management (FSM) integration with CSM for dispatch workflows.

Responsibilities

• Lead the end-to-end architecture and delivery of ServiceNow solutions, with a focus on Customer Service Management (CSM), Customer Service Portal/Mobile, and enterprise integrations including CRM, telephony, and ticketing systems.
• Design omnichannel customer service solutions including web portals, mobile apps, email-to-case, chat, and telephony integrations.
• Architect case management workflows, SLA structures, queuing strategies, and routing logic to optimize customer service operations.
• Perform hands-on development and configuration when needed to accelerate delivery, troubleshoot complex issues, or demonstrate technical solutions.
• Define customer service analytics, dashboards, and reporting frameworks to measure service performance and customer satisfaction.
• Champion CSM industry best practices from successful implementations, including contact center operations, self-service optimization, and agent productivity improvements.
• Oversee ServiceNow instance management including platform governance, update set management, release planning, and environment strategies.
• Guide development teams, providing direction on configuration, custom development, customer portal design, service catalog optimization, and integration patterns.
• Serve as a trusted advisor to clients, identifying risks, recommending optimizations, and shaping long-term platform roadmaps.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed