Senior Technical Architect

What you'll do

• Lead ServiceNow CSM workshops, discovery sessions, and requirements-gathering activities with client stakeholders.
• Design and architect Customer Service Management solutions aligned with business objectives and best practices.
• Provide strategic guidance on process design, governance, and service management optimization.
• Review and monitor project deliverables to ensure quality, scalability, and alignment with requirements.
• Serve as the primary liaison between business stakeholders and technical teams for solution decisions.
• Develop and standardize operational processes to enhance service delivery and cost efficiency.
• Create and maintain process documentation, business requirements, and solution artifacts.
• Partner with sales and consulting teams during presales activities and project handoffs.

What we're looking for

• ServiceNow Customer Service Management (CSM) certification and demonstrated expertise in ServiceNow CSM architecture and implementation.
• Proven experience leading at least two end-to-end ServiceNow CSM implementations.
• Strong experience conducting client workshops, requirements gathering, and solution design sessions.
• Bachelor's degree in Information Technology, Engineering, Computer Science, or a related discipline.
• ITIL v3 or ITIL 4 certification with solid knowledge of IT Service Management (ITSM) principles.
• Experience in process management, process improvement, governance, and operational transformation initiatives.
• Strong stakeholder management and communication skills with the ability to engage both business and technical audiences.