ServiceNow Platform Architect – CSM / FSM (Level 4)-Remote Role

Job Title: ServiceNow Platform Architect – CSM / FSM (Level 4)

Location: Remote
Engagement: Contract (6 Months + Possible Extension)
Positions: 4

Role Overview

We are seeking a highly experienced ServiceNow Platform Architect with strong expertise in Customer Service Management (CSM) and Field Service Management (FSM). The architect will be responsible for defining solution architecture, guiding complex implementations, and ensuring scalable, secure, and high-performing ServiceNow platforms aligned with business objectives.

Key Responsibilities

Solution Architecture & Design

Lead end-to-end architecture and design of ServiceNow solutions with a focus on CSM and FSM modules.
Define architectural blueprints, platform standards, and technical roadmaps.
Ensure solutions align with ServiceNow best practices, scalability, and performance standards.
Stakeholder Collaboration

Partner with business stakeholders, product owners, and project managers to translate business requirements into technical solutions.
Act as a trusted advisor to clients on ServiceNow capabilities, architecture decisions, and platform optimization.
Platform Configuration & Customization

Oversee configuration and customization of ServiceNow applications, workflows, UI policies, forms, notifications, and reports.
Drive custom application development using ServiceNow App Engine.
Integration & Automation

Architect and implement integrations using REST, SOAP, MID Server, OAuth2, JWT, and APIs.
Integrate ServiceNow with enterprise systems such as LDAP, Active Directory, SAP, AWS, Azure, Salesforce, and monitoring tools.
Identify and implement opportunities for automation using Flow Designer, Virtual Agent, and Predictive Intelligence.
Governance, Security & Compliance

Establish and enforce platform governance, security controls, and compliance standards.
Ensure CMDB integrity, access controls, data accuracy, and configuration management best practices.
Leadership & Delivery

Provide technical leadership and mentorship to development and implementation teams.
Review code, ensure quality standards, and guide teams on ServiceNow development best practices.
Support platform upgrades, patches, and enhancements with minimal business disruption.
Documentation

Produce detailed technical documentation including architecture diagrams, workflows, and implementation guides.
 

Required Skills & Experience

8+ years of hands-on ServiceNow experience, with 3+ years in an Architect or Lead role.
Strong, proven experience implementing ServiceNow CSM and FSM modules.
Expertise in ServiceNow scripting and development:JavaScript, Glide API, Business Rules, Client Scripts
Hands-on experience with:Workflow administration
Discovery, patterns, probes, sensors, event rules
CMDB design and optimization
Reporting, data imports, UI customization
Experience with integration of ServiceNow with CMDB tools and enterprise monitoring systems.
Strong understanding of ITIL processes (Incident, Problem, Change, Configuration).
 

Certifications (Preferred)

ServiceNow CSA, CAD, CTA (or progress toward CTA)
ITIL Foundation
TOGAF or IT4IT (nice to have)
 

Additional Qualifications

Experience working in Agile/Scrum environments.
Strong leadership, communication, and stakeholder management skills.
Exposure to DevOps / CI-CD pipelines for ServiceNow deployments.
Familiarity with cloud platforms and automation frameworks.
Mohammad Idris Mohammad.idris@adventglobal.com 

https://www.linkedin.com/in/mohammed-idris-a40494180/