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Job Description

ServiceNow Technical Architect

Location: Gulidford/London (Hybrid)

Day Rate: Market rate (Inside IR35)

Contract Duration: 6 months

Start Date: Immediate

Role Overview

We are seeking a ServiceNow Technical Architect specialising in Customer Service Management (CSM) or ITSM with strong integration experience. The role involves designing, implementing, and maintaining ServiceNow CSM/ITSM solutions to meet enterprise business needs.

The architect will create scalable and efficient architectures, ensure alignment with ServiceNow best practices, and provide technical leadership to development teams. You will work on projects for enterprise clients across diverse industries, leveraging cutting-edge ServiceNow capabilities and integrations with other enterprise systems.

Key Responsibilities

Analyse business requirements and translate them into ServiceNow CSM technical solutions

Develop architectural blueprints and functional designs for CSM implementations

Design and implement integrations between ServiceNow and external systems (CRM, ERP, ITSM, etc.)

Ensure solutions are scalable, reliable, and aligned with future business needs

Oversee end-to-end implementation of ServiceNow CSM solutions, from concept to deployment

Maintain and enhance existing ServiceNow CSM applications and modules

Establish and enforce ServiceNow technical governance and standards

Provide technical guidance and mentorship to development teams

Act as a subject matter expert for resolving complex ServiceNow CSM issues

Collaborate with clients, business stakeholders, and project managers to ensure solution alignment

Key Skills and Experience

Proven experience as a ServiceNow Architect with specialisation in CSM module

Expertise in ServiceNow CSM deployments, including case management, workflows, and portals

Hands-on experience with integration solutions (REST, SOAP, APIs, MID Server, Integration Hub)

Experience leading multiple ServiceNow implementation projects, including at least 3 full lifecycle implementations

Knowledge of ServiceNow Orchestration, Flow Designer, and Integration Hub spokes

Familiarity with third-party integrations (Salesforce, SAP, Oracle, Azure, AWS)

Experience in instance consolidation, upgrades, migrations, and performance tuning

Excellent communication and stakeholder management skills

Person Specification

Client facing with strong interpersonal and negotiation skills

Clear, assertive communicator with excellent presentation skills

Capable of leading teams as well as collaborating effectively as a team member

Supportive mentor and guide for development teams

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