ServiceNow CSM Solution Architect
Job Title: ServiceNow CSM Solution Architect / Consultant Work Mode: Remote - USA Position Type: Full-time Employment We are seeking a hands-on ServiceNow CSM Solution Architect with strong technical and functional expertise, combined with proven pre-sales, solutioning, and client-facing consulting experience. The ideal candidate can design and demonstrate end-to-end CSM solutions, translate business requirements into technical architectures, and support sales pursuits from discovery through closure. Important: This is not a purely functional consultant or sales-only position. Candidates must demonstrate strong hands-on ServiceNow CSM technical and functional expertise alongside pre-sales and solution architecture capabilities.
Key Responsibilities
Lead customer discovery, requirement analysis, functional workshops, and solution design. Design and implement ServiceNow CSM solutions covering Case Management, Customer/Contact Management, Customer Portals, Knowledge Management, Service Catalog, Omni-Channel, Virtual Agent, and CSM Configurable Workspace. Demonstrate hands-on technical knowledge of ServiceNow configuration, platform architecture, integrations, REST APIs, IntegrationHub, security, ACLs, and data models. Develop solution architectures, process flows, integration designs, proof-of-concepts, and implementation roadmaps. Support pre-sales and sales pursuits through solution presentations, RFP/RFI responses, proposals, SOWs, effort estimation, pricing, and staffing models. Deliver tailored ServiceNow CSM demonstrations that address customer business challenges and showcase measurable value. Identify opportunities for Now Assist, GenAI, Agentic AI, and AI-powered customer service workflows. Collaborate with sales and delivery teams to validate technical feasibility and ensure successful transition to implementation. Required Qualifications 5+ years of hands-on ServiceNow experience, with strong CSM technical and functional expertise. 3+ years of technology pre-sales, solution consulting, or solutioning experience. Proven experience designing enterprise ServiceNow CSM solutions and explaining technical architecture to business stakeholders. Strong knowledge of CSM workflows, integrations, APIs, IntegrationHub, security, and platform best practices. Demonstrated experience conducting discovery workshops, solution demonstrations, and proof-of-concepts. Experience developing RFP/RFI responses, proposals, SOWs, and technical estimates. Excellent communication, presentation, and customer-facing consulting skills. ServiceNow CSA and CIS-CSM certifications preferred. Experience with Now Assist, GenAI, or AI-driven workflows is a plus.