Senior ServiceNow Technical Architect

Remote • Posted 4 hours ago • Updated 4 hours ago
Contract W2
12 Months
No Travel Required
Remote
$40 - $55/hr
Fitment

Dice Job Match Score™

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Job Details

Skills

  • Customer Service
  • Collaboration
  • ServiceNow

Summary

Job Title: Senior ServiceNow Technical Architect – Customer Service Management (CSM)

Location: Remote (US)

Employment Type: Contract

Role Overview

Client is seeking a Senior ServiceNow Technical Architect with extensive expertise in Customer Service Management (CSM) to join our enterprise platform team. In this role, you will be responsible for defining, designing, and optimizing scalable, enterprise-grade ServiceNow CSM solutions that support our omni-channel customer service and operational workflows.

Key Responsibilities

  • Solution Architecture & Design: Architect end-to-end ServiceNow CSM solutions, ensuring alignment with Best Buy’s enterprise architecture, security standards, and performance benchmarks.
  • CSM Subject Matter Expertise: Lead technical discussions around Case Management, Omni-channel Integration, Agent Workspace, Customer Service Portals, and Knowledge Management.
  • System Integration: Design and build complex, secure REST/SOAP integrations connecting ServiceNow to Best Buy’s back-end retail ecosystems, ERP, CRM, and third-party platforms.
  • Platform Governance & Performance: Establish platform best practices, perform health checks, maintain instance health, and optimize instance performance across sub-production and production environments.
  • Technical Leadership: Guide and mentor ServiceNow developers and administrators, oversee code reviews, and champion out-of-the-box (OOTB) configurations over custom code where applicable.
  • Stakeholder Management: Collaborate with product managers, business leaders, and cross-functional teams to translate business requirements into efficient, technical roadmaps.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 91138470
  • Position Id: SH_SN
  • Posted 4 hours ago
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