12+ years of overall ServiceNow experience.
Strong experience as a ServiceNow Architect / Technical Architect.
Must have strong hands-on experience with ServiceNow Customer Service Management (CSM).
Experience designing and implementing end-to-end CSM solutions.
Strong knowledge of CSM Case Management, Customer/Contact/Account Management, Entitlements, SLAs, Knowledge Management, and Customer Service Workspace.
Experience with CSM data model, case lifecycle, workflows, business rules, ACLs, and platform configuration.
Strong experience with Flow Designer, IntegrationHub, Business Rules, Script Includes, Client Scripts, UI Policies, and REST/SOAP integrations.
Strong JavaScript and ServiceNow scripting skills.
Experience integrating ServiceNow CSM with CRM, ERP, CTI/CCaaS, and other enterprise applications.
Experience with Service Portal, UI Builder, Workspaces, Virtual Agent, and Omnichannel.
Knowledge of Advanced Work Assignment (AWA) and skills-based case routing.
Strong understanding of ServiceNow architecture, scalability, performance, security, and upgrade best practices.
Experience gathering requirements and translating business requirements into technical architecture and solutions.
Ability to create HLD/LLD, architecture diagrams, technical documentation, and implementation plans.
Experience working directly with business stakeholders, technical teams, and project leadership.
Strong communication and problem-solving skills.
Lead the architecture and end-to-end design of ServiceNow CSM solutions.
Analyze business requirements and develop scalable ServiceNow architecture.
Design CSM case management, customer data, workflows, portals, workspaces, and integrations.
Provide technical leadership to ServiceNow developers and implementation teams.
Review technical designs, configurations, scripts, and integrations.
Ensure solutions follow ServiceNow out-of-box and upgrade-safe best practices.
Work with stakeholders to identify process improvements and automation opportunities.
Troubleshoot complex technical and architectural issues.
Support testing, deployment, upgrades, and production implementation.
Mentor development teams and provide architectural guidance.
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