Job Title: ServiceNow CSM Architect

Job Summary

We are seeking an experienced ServiceNow CSM Integration Lead / Architect to design, develop, and lead enterprise integration solutions for the ServiceNow Customer Service Management (CSM) platform. The ideal candidate will have strong expertise in ServiceNow integrations, API architecture, IntegrationHub, and enterprise system connectivity.

Key Responsibilities

• Design and implement scalable integration solutions for ServiceNow CSM.

• Lead end-to-end integration architecture involving ServiceNow and enterprise applications.

• Develop and manage REST and SOAP integrations using IntegrationHub, Flow Designer, and Scripted APIs.

• Configure and maintain IntegrationHub Spokes, MID Server, and inbound/outbound integrations.

• Integrate ServiceNow CSM with CRM, ERP, identity management, telephony, and third-party applications.

• Define integration standards, security, and best practices across projects.

• Collaborate with business stakeholders, architects, and development teams to deliver integration solutions.

• Troubleshoot and resolve complex integration and performance issues.

• Review technical designs and provide architectural guidance to development teams.

• Ensure solutions comply with ServiceNow best practices, governance, and security standards.

Required Skills

• Minimum 8+ years of experience in ServiceNow development and integration.

• Strong hands-on experience with ServiceNow Customer Service Management (CSM).

• Expertise in REST APIs, SOAP Web Services, JSON, XML, and Scripted REST APIs.

• Experience with IntegrationHub, Flow Designer, MID Server, and ServiceNow integrations.

• Strong knowledge of JavaScript, Glide APIs, and ServiceNow scripting.

• Experience integrating ServiceNow with CRM, ERP, cloud platforms, and third-party applications.

• Knowledge of OAuth, SAML, JWT, and API security.

• Strong understanding of ServiceNow architecture, platform capabilities, and integration patterns.

• Excellent communication, stakeholder management, and leadership skills.

Preferred Skills

• Experience with Service Portal or Employee Center customization.

• Knowledge of ITSM, HRSD, or ITOM modules.

• ServiceNow CSA, CAD, CIS-CSM, or other ServiceNow certifications are an added advantage.

• Experience working in Agile/Scrum environments.