ServiceNow CSM Architect (Hands-on Technical Lead)

Role Overview

We are seeking an experienced ServiceNow CSM Certified Architect with strong hands-on development capability to lead the technical delivery of a multi-workstream ServiceNow transformation programme.

The Architect will own solution design and technical governance across:

• CSM data model extension & product segmentation
• Service Portal (web/mobile) implementation
• Content Management & Publishing configuration
• Multi-channel communications integration (Email, Push, WhatsApp)

This role requires a balance of architecture leadership, hands-on configuration, and technical oversight of developers.

Key Responsibilities

1 Solution Architecture & Design

• Own end-to-end technical architecture across all work packages
• Design scalable CSM data model extensions
• Define product-based segmentation logic and role strategy
• Architect integration patterns for MDM feeds and external APIs
• Ensure maintainable, upgrade-safe ServiceNow configuration

2 ServiceNow CSM Configuration

• Extend core CSM tables (Service Offerings, Sold Products, Install Base)
• Design and build Flow Designer scheduled and record-triggered flows
• Implement automated user role reconciliation logic
• Configure advanced User Criteria segmentation (multi-dimensional targeting)

3 Service Portal Architecture

• Architect and oversee development of a multi-page Service Portal
• Translate Figma wireframes into scalable portal components
• Ensure responsive design (desktop/tablet)
• Implement personalised content visibility using User Criteria
• Ensure WCAG 2.1 AA accessibility compliance

4 Content Publishing & Multi-Channel Delivery

• Configure ServiceNow Content Management & Publishing
• Design approval workflow structures
• Implement notification routing logic (importance + channel based)
• Oversee integration with external messaging APIs (eg WhatsApp)
• Configure analytics dashboards for content effectiveness

5 Quality, Governance & Assurance

• Define Automated Test Framework (ATF) strategy
• Conduct peer reviews and code quality checks
• Support UAT and production deployment
• Produce technical documentation and handover materials
• Ensure compliance with GDPR and internal security standards

Essential Skills & Experience

Certifications

• ServiceNow Certified Implementation Specialist - CSM
• ServiceNow Certified System Administrator
• ServiceNow Certified Application Developer (highly desirable)

Technical Expertise

• Extensive ServiceNow CSM implementation experience
• Strong hands-on Flow Designer experience
• Service Portal architecture and development knowledge
• User Criteria and role-based access control design
• REST API integration design and implementation
• Content Publishing and notification configuration
• Automated Test Framework (ATF) experience

Architecture & Delivery

• Proven experience as technical lead on ServiceNow programmes
• Experience delivering scalable segmentation or entitlement models
• Strong understanding of ServiceNow data model design
• Ability to balance architecture governance with hands-on delivery
• Experience working in regulated or public-sector environments desirable

Desirable Experience

• Experience integrating WhatsApp for Business APIs
• Experience processing structured data imports (CSV/MDM feeds)
• Experience delivering WCAG 2.1 AA compliant portals
• Familiarity with ServiceNow Zurich or later versions

Personal Attributes

• Strong technical leadership and decision-making capability
• Clear communicator with technical and non-technical stakeholders
• Comfortable working in fast-paced transformation environments
• Detail-oriented with strong quality focus