ServiceNow Platform Architect CSM / FSM (Level 4)

Job Title: ServiceNow Platform Architect CSM / FSM (Level 4)

Location: New Jersey | Dallas, TX | Chicago, IL | San Francisco, CA
Engagement: Contract (6 Months + Possible Extension)
Positions: 2

Role Overview

We are seeking a highly experienced ServiceNow Platform Architect with strong expertise in Customer Service Management (CSM) and Field Service Management (FSM). The architect will be responsible for defining solution architecture, guiding complex implementations, and ensuring scalable, secure, and high-performing ServiceNow platforms aligned with business objectives.

Key Responsibilities

Solution Architecture & Design

• Lead end-to-end architecture and design of ServiceNow solutions with a focus on CSM and FSM modules.
• Define architectural blueprints, platform standards, and technical roadmaps.
• Ensure solutions align with ServiceNow best practices, scalability, and performance standards.

Stakeholder Collaboration

• Partner with business stakeholders, product owners, and project managers to translate business requirements into technical solutions.
• Act as a trusted advisor to clients on ServiceNow capabilities, architecture decisions, and platform optimization.

Platform Configuration & Customization

• Oversee configuration and customization of ServiceNow applications, workflows, UI policies, forms, notifications, and reports.
• Drive custom application development using ServiceNow App Engine.

Integration & Automation

• Architect and implement integrations using REST, SOAP, MID Server, OAuth2, JWT, and APIs.
• Integrate ServiceNow with enterprise systems such as LDAP, Active Directory, SAP, AWS, Azure, Salesforce, and monitoring tools.
• Identify and implement opportunities for automation using Flow Designer, Virtual Agent, and Predictive Intelligence.

Governance, Security & Compliance

• Establish and enforce platform governance, security controls, and compliance standards.
• Ensure CMDB integrity, access controls, data accuracy, and configuration management best practices.

Leadership & Delivery

• Provide technical leadership and mentorship to development and implementation teams.
• Review code, ensure quality standards, and guide teams on ServiceNow development best practices.
• Support platform upgrades, patches, and enhancements with minimal business disruption.

Documentation

• Produce detailed technical documentation including architecture diagrams, workflows, and implementation guides.

Required Skills & Experience

• 8+ years of hands-on ServiceNow experience, with 3+ years in an Architect or Lead role.
• Strong, proven experience implementing ServiceNow CSM and FSM modules.
• Expertise in ServiceNow scripting and development:
• JavaScript, Glide API, Business Rules, Client Scripts
• Hands-on experience with:
• Workflow administration
• Discovery, patterns, probes, sensors, event rules
• CMDB design and optimization
• Reporting, data imports, UI customization
• Experience with integration of ServiceNow with CMDB tools and enterprise monitoring systems.
• Strong understanding of ITIL processes (Incident, Problem, Change, Configuration).

Certifications (Preferred)

• ServiceNow CSA, CAD, CTA (or progress toward CTA)
• ITIL Foundation
• TOGAF or IT4IT (nice to have)

Additional Qualifications

• Experience working in Agile/Scrum environments.
• Strong leadership, communication, and stakeholder management skills.
• Exposure to DevOps / CI-CD pipelines for ServiceNow deployments.
• Familiarity with cloud platforms and automation frameworks.