ServiceNow - CSM Architect
New
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SpyrosoftArchitecture
Kraków, Zabłocie 43A, Warszawa, Prosta 20, Wrocław, plac Nowy Targ 28, Łódź, Al. Piłsudskiego 24, Szczecin, Cyfrowa 4, Białystok, Świętojańska 12A, Kraków, Country code: PLContractSenior
Salary31,920 - 38,640 PLN per hour
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Job Details
- Languages
- En C1
- Experience
- 5+ years
- Required Skills
- Stakeholder managementServiceNowCRM
Requirements
- At least 5+ years of ServiceNow implementation experience.
- Proven track record in CSM solution design and delivery.
- ServiceNow CAD or CIS certification (CSM specialization preferred).
- Strong knowledge of ITIL and customer service management practices.
- Deep knowledge of the ServiceNow Customer Service Management (CSM) module.
- Hands-on experience with case management, entitlements, SLAs, and customer communication channels.
- Familiarity with integration to CRM systems, contact centers, or self-service portals.
- Experience in aligning CSM with ITSM or other ServiceNow workflows for seamless service delivery.
- Excellent stakeholder management, communication, and presentation skills.
- English (C1) proficiency.
- Bachelor’s or Master’s degree in a technical or business-related field preferred.
Responsibilities
- Lead the technical design and architecture for Customer Service Management (CSM) solutions within ServiceNow.
- Design and optimize end-to-end customer service processes, including case management, entitlements, SLAs, and customer communication flows.
- Integrate CSM with other ServiceNow modules (ITSM, FSM, Portal, CMDB) and external CRM or contact center systems.
- Ensure data governance, service consistency, and high-quality customer experience across the platform.
- Collaborate with stakeholders to gather business and functional requirements and translate them into scalable ServiceNow CSM solutions.
- Define CSM workflows and automation to support case resolution, agent productivity, and customer engagement.
- Oversee CSM reporting, dashboards, and analytics to measure service performance, SLAs, and customer satisfaction.
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