ServiceNow Platform Architect CSM / FSM (Level 3)

Job Title: ServiceNow Platform Architect CSM / FSM (Level 3)

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

Role Summary

We are seeking a ServiceNow Platform Architect (Level 3) with strong hands-on experience in Customer Service Management (CSM) and Field Service Management (FSM). The architect will be responsible for designing, implementing, and optimizing ServiceNow solutions while collaborating closely with business and technical stakeholders to deliver scalable, secure, and high-performing platforms.

Key Responsibilities

Architecture & Solution Design

• Design and implement end-to-end ServiceNow solutions with a focus on CSM and FSM modules.
• Define solution architecture, technical standards, and platform best practices.
• Ensure alignment with ServiceNow recommended design patterns and scalability principles.

Configuration & Custom Development

• Configure and customize ServiceNow applications including workflows, forms, UI policies, notifications, and reports.
• Develop custom modules and applications using ServiceNow App Engine.
• Perform hands-on scripting using JavaScript, Glide API, Business Rules, Client Scripts, and Script Includes.

Integrations & Automation

• Design and implement integrations using REST, SOAP, MID Server, OAuth2, JWT.
• Integrate ServiceNow with enterprise systems such as LDAP, Active Directory, SAP, AWS, Azure, Salesforce, and monitoring tools.
• Identify and implement automation opportunities using Flow Designer, Workflow Editor, Virtual Agent, and platform capabilities.

CMDB & Discovery

• Support CMDB design, data integrity, and optimization.
• Hands-on experience with Discovery schedules, patterns, probes, sensors, and event rules.
• Integrate ServiceNow with external CMDB and enterprise monitoring systems.

Governance, Security & Quality

• Ensure platform governance, security controls, and compliance with organizational standards.
• Manage update sets, deployments, and version control.
• Support upgrades, patches, and enhancements aligned with ServiceNow releases.

Collaboration & Leadership

• Work closely with business stakeholders, project managers, and developers to translate requirements into technical solutions.
• Provide guidance to development teams and support solution delivery.
• Create and maintain solution documentation including architecture diagrams and implementation guides.

Required Skills & Experience

• 3 5 years of hands-on ServiceNow experience, with 2+ years in a lead or architect capacity.
• Strong experience with ServiceNow CSM and FSM implementations.
• Proficiency in:
• JavaScript, Glide API
• Business Rules, Client Scripts, UI Actions
• Workflow administration and Flow Designer
• Experience with ServiceNow reporting, UI configuration, notifications, data imports, and custom scripting.
• Solid understanding of ITIL processes (Incident, Problem, Change, Configuration).

Certifications (Preferred)

• ServiceNow CSA or CAD
• ServiceNow CTA (preferred but not mandatory)
• ITIL Foundation
• TOGAF or IT4IT (nice to have)

Additional Qualifications

• Experience working in Agile / Scrum environments.
• Familiarity with cloud platforms (AWS, Azure) and ServiceNow integrations.
• Exposure to DevOps / CI-CD pipelines for ServiceNow deployments.
• Strong communication and stakeholder management skills.