ServiceNow Architect – CSM (Pre-Sales & Post-Sales)

ServiceNow Architect CSM (Pre-Sales & Post-Sales)

Location: Mohali India Full-time On-site

Shift: 4 pm-1 am

Role Overview

We are looking for a ServiceNow Architect with proven expertise in Customer Service Management (CSM) especially in the Pre-Sales and Post-Sales lifecycle modules. The Architect will lead the design and implementation of scalable ServiceNow architectures that streamline customer journeys-from lead capture and onboarding to contract management case resolution and renewals. This role demands strong technical depth architectural vision and hands-on experience across multiple ServiceNow applications.

Key Responsibilities

Architecture & Design

Lead the architecture and high-level design of ServiceNow CSM Pre-Sales and Post-Sales modules including:

Pre-Sales: Lead/Opportunity Management integration Customer Onboarding Entitlement Management.

Post-Sales: Case Management Knowledge Management Contract/SLM Field Service Renewals.

Design integrations with CRM (Salesforce MS Dynamics) for seamless pre-sales to post-sales transitions.

Ensure alignment of architecture with enterprise standards scalability and compliance.

Pre-Sales Enablement

Collaborate with sales and solution teams to demonstrate CSM capabilities to clients.

Translate business requirements into solution blueprints across the customer lifecycle.

Develop prototypes architecture diagrams and effort estimates that cover both pre- and post-sales use cases.

Post-Sales Delivery

Oversee implementations of ServiceNow CSM modules with focus on customer experience & service quality.

Guide delivery teams on workflows data models integrations and security design.

Act as an escalation point for complex technical issues during post-sales delivery.

Collaboration & Leadership

Partner with client architects technical leads and internal cross-functional teams.

Provide thought leadership in designing customer engagement workflows end-to-end.

Mentor developers and junior architects building a strong CSM capability within the team.

Qualifications

Technical Expertise

Strong hands-on experience in ServiceNow CSM with specialization in Pre-Sales and Post-Sales lifecycle modules.

Solid background in ServiceNow architecture data modeling Flow Designer IntegrationHub and REST/SOAP integrations.

Experience with other SN modules (ITSM ITOM HRSD FSM) is a plus.

Certifications (preferred/must-have)

ServiceNow Certified Technical Architect (CTA) or equivalent experience.

Certified Implementation Specialist CSM (CIS-CSM).

ServiceNow CSA (System Administrator).

Relevant micro-certifications (e.g. Customer Service Management IntegrationHub Application Portfolio Mgmt).

Other Skills

8 years in ServiceNow with at least 3 years as an Architect.

Strong communication consulting and stakeholder management skills.

Ability to bridge business requirements with technical execution.

Degree in Computer Science Engineering or related field.

Why Join Us

Lead enterprise-scale CSM implementations with focus on customer lifecycle transformation.

Opportunity to design end-to-end architectures spanning pre-sales onboarding support and renewals.

Work directly with leadership and global clients to drive innovation in customer experience.

Required Skills:

ServiceNowPresales