ServiceNow Solution Architect (CSM)

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