Servicenow Architect - RSM & CSM

Overview

Remote
$70 - $80
Accepts corp to corp applications
Contract - W2
Contract - Independent

Skills

Servicenow Architect
CSM
RSM

Job Details

Role: ServiceNow Architect CSM & RSM
Location: WA
Type: Contract

We are looking for a ServiceNow Architect with strong hands-on expertise in Customer Service Management (CSM) and Request Service Management (RSM). The candidate should be able to own the architecture, solution design, and implementation of CSM/RSM modules for enterprise-scale projects.

Core Responsibilities

  • Architect and design end-to-end ServiceNow CSM and RSM solutions.
  • Develop and enhance case management, agent workspace, playbooks, SLAs, knowledge management, service catalogs, and request workflows.
  • Define technical architecture, data models, integrations, and customization standards.
  • Configure RSM workflows, service requests, and digital workflows to meet business needs.
  • Integrate ServiceNow with third-party systems using REST/SOAP APIs and Integration Hub.
  • Ensure best practices for platform governance, security, performance, and maintainability.
  • Lead development teams, perform code reviews, documentation, and technical guidance.
  • Collaborate with business stakeholders, product owners, and process consultants.

Required Skills

  • 8 12+ years of IT experience, with 5+ years in ServiceNow.
  • Strong hands-on experience with ServiceNow CSM and RSM modules.
  • Expertise in Flows, Business Rules, Script Includes, Client Scripts, UI Policies, Catalog Items.
  • Experience in Agent Workspace, Case Lifecycle, Playbooks, and Service Requests.
  • Proven work with REST/SOAP APIs, Integration Hub, MID Server.
  • Knowledge of CMDB, ATF, ACL, and security model.
  • Familiarity with Agile/Scrum delivery.

Preferred Certifications

  • ServiceNow Certified System Administrator (CSA)
  • Certified Implementation Specialist CSM / ITSM / RSM
  • ServiceNow Architect / CTA (nice to have)

Soft Skills

  • Strong communication and stakeholder-facing skills
  • Ability to lead technical teams and drive design decisions
  • Problem-solving and solution-oriented mindset
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