ServiceNow ITSM Architect

Vdart - Hartford, CT

Full-time - Senior

Hartford, CT

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

The ServiceNow ITSM Architect role involves configuring and enhancing the ServiceNow FSO platform, specifically focusing on Customer Service Management (CSM) modules. The architect will be responsible for developing configurations, optimizing performance, and leading customer discussions and workshops. This position requires extensive experience in ServiceNow implementations and technical consulting, particularly in CSM.

Responsibilities

• Configuration and enhancements on the ServiceNow FSO platform.
• Configure ServiceNow CSM Modules workflows, applications, scripts, and integrations.
• Document technical design, development processes, and solution configurations.
• Identify opportunities to optimize performance and improve scalability.
• Develop ServiceNow CSM configurations including CSM data model setup and workflow development.
• Build multiple CSM related features including advanced work assignment enablement and configurations around reports and dashboards.
• Document CSM development configuration and technical details, and prepare training material.
• Lead customer discussions, demos, and participate in customer engineers' configuration reviews.
• Conduct workshops on development, showcasing and demonstrating developed products.

Requirements

• 12+ years of experience in ServiceNow Customer Service Management implementation.
• Experience with ServiceNow CSM modules and custom applications.
• Certified System Administrator in ServiceNow.
• Strong technical consulting skills in ServiceNow.

Nice-to-haves

• Experience with advanced work assignment enablement configurations.
• Familiarity with performance optimization techniques in ServiceNow.

Benefits

• Hybrid work environment.
• Opportunity to work with a diverse team across multiple industries.