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ServiceNow Solution Architect (CSM)

47447

Role Overview

The ServiceNow Solution Architect – Customer Service Management (CSM) leads and directs the end-to-end execution of ServiceNow CSM implementations. You will act as the bridge between customer service business stakeholders and technical delivery teams — translating omnichannel service requirements, case management workflows, and customer self-service goals into scalable, governed Now Platform solutions.

Key Responsibilities

Solution Architecture & Design

  • Own end-to-end ServiceNow CSM solution architecture, covering Case Management, Customer Self-Service Portal, Communities, Agent Workspace, Field Service Management integration, and Omnichannel routing.
  • Define and enforce platform governance, design standards, coding conventions, and development best practices for CSM implementations.
  • Lead requirements workshops and design sessions, consulting on ServiceNow CSM capabilities and customer service standard processes to shape solutions aligned to client objectives.
  • Ensure solutions fit within the broader enterprise architecture — addressing technical, business, user, and security perspectives, including CSDM alignment.
  • You will provide mentorship and technical leadership across Cognizant and client resources, own architectural deliverables, and champion ServiceNow CSM best practices across platform design, integration architecture, development standards, and customer experience strategy.
  • Produce and manage key architectural artefacts: platform architecture documentation, integration design documents, data model specifications, and work-effort estimates.

Technical Leadership & Development

  • Configure and implement ServiceNow CSM applications including Case Management, Service Contracts, Entitlements, Customer Portals, Proactive Customer Service Operations, and Agent Workspace.
  • Architect and implement NowAssist and GenAI capabilities within CSM — including case summarisation, agent assist, intelligent routing, and virtual agent workflows.
  • Design and implement integrations between ServiceNow CSM and CRM platforms (e.g. Salesforce, SAP, Microsoft Dynamics) using REST/SOAP APIs, IntegrationHub, and MID Servers.
  • Review solution designs, configurations, and customisations for quality, scalability, and upgrade-compatibility across the Now Platform.
  • Translate requirements, user stories, and mock-ups into fully functional CSM features at the highest standard of technical quality.

Stakeholder Engagement & Governance

  • Facilitate communication between customer service process owners, business stakeholders, and C-Suite — translating complex technical concepts into accessible language for all audiences.
  • Provide top-level technology architecture consultancy, bringing thought leadership and innovative CSM platform solutions to clients.
  • Advise on risk-versus-value propositions for third-party integrations, clearly defining platform and project governance for all team members.
  • Contribute to Statements of Work (SOWs), pre-sales proposals, and strategic roadmap discussions, acting as a recognised CSM architect and thought leader.
  • Drive Organisational Change Management awareness — articulating why OCM is a critical component of successful CSM programmes.

Team Development & Mentoring

  • Lead, educate, mentor, and develop junior and mid-level Cognizant developers and consultants assigned to CSM projects.
  • Provide peer review, technical guidance, and development oversight to ensure consistent quality across all deliverables.
  • Contribute to capability development within the ServiceNow practice, supporting pre-sales activities, design tools, and delivery frameworks.

Skills, Qualifications & Experience

The following criteria are directly related to the ability to perform the role and are the sole basis for candidate evaluation, consistent with the Tripartite Guidelines on Fair Employment Practices.

Technical Skills

  • Minimum 6 years of hands-on ServiceNow experience, with at least 3 years in an architect or senior technical lead capacity.
  • Demonstrated expertise in ServiceNow CSM module — including Case Management, Entitlements, Customer Portal, Agent Workspace, Proactive Customer Service, and Communities.
  • Strong proficiency in ServiceNow platform architecture and data model, with hands-on scripting experience in JavaScript (business rules, client scripts, script includes, flow designer).
  • Experience designing and implementing integrations with CRM and ERP platforms using REST, SOAP, IntegrationHub, and MID Servers.
  • Knowledge of NowAssist and Generative AI capabilities within ServiceNow CSM — including virtual agent configuration, AI-assisted case routing, and agent productivity features.
  • Proficiency with ServiceNow tooling: Flow Designer, App Engine Studio, Studio IDE, Update Sets, and ATF.

  • Experience with front-end development within ServiceNow: Service Portal, UI Builder, Angular, HTML5, CSS/Sass, and SP Widgets is advantageous.

Domain & Process Knowledge

  • Strong understanding of customer service management processes — omnichannel case handling, SLA/entitlement management, customer self-service, knowledge management, and proactive service operations.
  • Familiarity with ITIL framework principles as applied to customer-facing service operations.
  • Experience with Field Service Management (FSM) module integration with CSM is a strong advantage.
  • Experience across the full implementation lifecycle: discovery, design, build, test, training, deployment, and hypercare.
  • Participated in at least 3 end-to-end ServiceNow implementations, with direct responsibility for CSM design and architecture.

Interpersonal & Professional Skills

  • Excellent communication skills — able to articulate complex technical concepts clearly for both technical teams and business stakeholders, including executive level.
  • Proven ability to run requirements workshops, defend architectural decisions, and build strategic roadmaps.
  • Strong project management skills: ability to plan work, manage dependencies, meet deadlines, and deliver quality outcomes.
  • Effective at facilitating alignment between customer service process owners, project managers, and executive sponsors.

Certifications

The following certifications are evaluated as evidence of technical competency, in line with fair, merit-based assessment.

  • ServiceNow Certified System Administrator (CSA) — Required

  • ServiceNow CIS – CSM — Required

  • Certified Technology Architect (CTA) — Required

  • ServiceNow Certified Application Developer (CAD) — Preferred

  • ServiceNow CIS – FSM — Advantageous

  • ServiceNow CIS – ITSM — Preferred

  • Additional CIS certifications (ITOM, HRSD) — Advantageous

  • ITIL v3 / v4 Foundation — Preferred

Education

A degree or equivalent professional qualification in Information Technology, Computer Science, Engineering, or a related discipline is preferred. Equivalent practical experience in ServiceNow solution architecture will be given equal consideration, consistent with merit-based hiring principles.

About Cognizant: 
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] for roles based in the Americas or [email protected] for roles based in India.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

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