ServiceNow Architect
Infosat IT Services LLC
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Job Details
Skills
- API
- Continuous Improvement
- Customer Engagement
- Customer Relationship Management (CRM)
- Artificial Intelligence
- Master Data Management
- Generative Artificial Intelligence (AI)
- Knowledge Base
- Knowledge Management
- Lifecycle Management
- Leadership
- Design Review
- Performance Tuning
- Optimization
- Collaboration
- Customer Experience
- Middleware
- Auditing
- Agile
- Solution Architecture
- Stakeholder Engagement
- Release Management
- SAP ERP
- Salesforce.com
- IT Management
- Project Implementation
- Sprint
- Regulatory Compliance
- ServiceNow
- Project Lifecycle Management
- Management
- Workflow
- Customer Service
- Innovation
- Software Design
- Use Cases
- Migration
Summary
Job Tittle: ServiceNow Architect
Location: Philadelphia, PA(Remote but must be willing to travel to customer site)
Duration: 12+ Month Contract
Role Descriptions:
· Customer Service Management - Solution Design and Implementation
· Several ServiceNow CSM/CRM project Implementation
· Managed the team for customer deliverables
· Involved on the project discussion
· ServiceNow certifications on CSM/CRM
Job Description
1. Solution Architecture & Design
· Define and deliver scalable, secure, and high-performing ServiceNow CSM architectures aligned with business objectives
· Lead end-to-end solution design including Case Management, Knowledge Management, Omni-channel engagement, and Customer Portals
· Develop architecture blueprints, data models, integration frameworks, and deployment
2. CSM Module Expertise
· Design and implement core ServiceNow CSM functionalities:
· Case lifecycle management
· SLAs and escalation workflows
· Entitlements and contracts
· Knowledge base and self-service portals
· Customer interaction channels (chat, email, virtual agent)
· Drive adoption of advanced CSM capabilities such as Predictive Intelligence and AI-
3. Integration & Data Strategy
· Architect integrations with enterprise systems (CRM, ERP, SAP, Salesforce, legacy applications)
· Define API strategies, middleware usage, and event-driven integrations
· Ensure data consistency, governance, migration strategy, and master data alignment
4. Stakeholder Engagement
· Collaborate with business stakeholders, CX leaders, and IT teams to gather requirements and define target-state processes
· Provide strategic advisory on customer experience transformation and service optimization
· Align architecture with enterprise IT and digital strategies
5. Governance & Best Practices
· Establish ServiceNow development standards, governance frameworks, and coding best practices
· Ensure adherence to ServiceNow out-of-the-box (OOB) principles and minimize customizations
· Lead design reviews, solution validations, and audit compliance
6. Delivery Leadership
· Guide development teams and provide technical leadership throughout project lifecycle
· Support agile delivery, sprint planning, backlog prioritization, and release management
· Mitigate risks and resolve complex technical challenges
7. Performance Optimization & Innovation
· Monitor solution performance and drive continuous improvement
· Identify automation and AI/GenAI use cases to enhance customer service operations
· Evaluate new ServiceNow features/releases and drive adoption
Experience
· 10+ years of IT experience, with 5+ years in ServiceNow CSM architecture
· Proven track record of delivering large-scale ServiceNow transformations
· Experience in customer service operations or CX transformation programs
- Dice Id: 91162400
- Position Id: 9010877
- Posted 22 hours ago
Company Info
About Infosat IT Services LLC
At Infosat IT, we value the diversity of talents available in the market and it’s importance in the IT industry. We understand the critical need of a strong and dedicated workforce for an organization. Hence, we strive hard to serve our clients with the best in class services. We are a team of dedicated professionals, with an aim to provide One-stop solution to the evaluation and appointment of an efficient workforce. We believe in integrating our resources to help organizations meet their goals. Our passion to achieve excellence is the key to our thousands of satisfied clients around the world.
Your company can rest upon us, the complete responsibility to manage the entire IT department. Out team will undertake the management of your resources to deliver outcomes par excellence. At Infosat IT, we deliver precise and strong technical support in meeting your company’s ultimate target.
Infosat IT also provides short-term placement services, with utmost consistency and high quality. We strive to achieve complete customer satisfaction with our dedicated service. The services we offer includes, IT recruitment, project consulting and advisory, cloud computing, software testing, RPO, salesforce, and staffing solutions.
The Infosat IT team of experts and professionals have an enhanced and experienced operational efficiency. Assisting in planning your business strategies, Infosat IT ensures a steep increase in the overall productivity of our clients.Analyzing the requirements of our clients, and preparing an ideal strategy as per their requirements, is what we excel at. Our team of professionals has expertise in handling the IT requirements of our clients.
Persistent efforts and quality administration can help bring out the true potential in you and your company. Hiring us will lessen your burden, to produce an ideal professional outcome.
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