About Intelibliss:
We are an enterprise service management and cloud company with in-depth technical and process expertise gained across multiple industry sectors. We have helped customers build advanced applications on ServiceNow platform and have strong experience of integrating third-party tools and processes. We enable businesses to realise the full potential of ServiceNow by simplifying service delivery, integrating disparate systems and automating processes. We also deliver best in class cloud management integrations with specialist strategy, technical expertise and client-side experience in effective project delivery.
Role Overview
We are looking for an experienced ServiceNow CSM Architect to lead the design and delivery of Customer Service Management (CSM) solutions for enterprise clients. This role requires deep platform expertise, strong architectural thinking, and the ability to drive end-to-end implementations aligned with business outcomes.
You will work closely with stakeholders, business teams, and technical consultants to design scalable, high-quality solutions leveraging the ServiceNow platform.
Key Responsibilities
- Lead architecture, design, and implementation of ServiceNow CSM solutions
- Engage with clients to understand business requirements and translate them into scalable technical designs
- Define solution architecture including integrations, data models, workflows, and security
- Provide expertise in CSM modules such as Case Management, Agent Workspace, Knowledge Management, and Omnichannel
- Drive workshops, requirement gathering sessions, and solution presentations
- Ensure best practices in platform design, performance, and maintainability
- Oversee development activities and guide developers on scripting, configurations, and integrations
- Design and implement integrations using REST/SOAP APIs and middleware platforms
- Support pre-sales activities including solutioning, estimation, and proposal creation
- Ensure governance, compliance, and adherence to ServiceNow standards
Required Skills & Experience
- 6 to 12 years of overall IT experience
- Strong hands-on experience in ServiceNow CSM module
- Expertise in:
- Case Management
- CSM Agent Workspace
- Service Portal / UI Builder
- Knowledge Management
- SLAs & Workflow automation
- Strong experience in JavaScript, Business Rules, Client Scripts, Flow Designer
- Experience in integration design (REST/SOAP, APIs, third-party tools)
- Solid understanding of CMDB and ITSM modules
- Experience in end-to-end implementation and architecture design
- Strong stakeholder management and communication skills
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist – CIS-CSM
