ServiceNow Solution Architect (CSM)

Salary: £123,500 - 130,000 per year

Requirements

• We require proven experience as a ServiceNow Solution Architect, Application Manager, or Senior Consultant.
• We require strong hands-on expertise across Customer Service Management (CSM), Field Service Management (FSM), IT Service Management (ITSM), and Strategic Portfolio Management (SPM).
• We require experience with case management and customer workflows.
• We require knowledge of advanced work assignment and routing.
• We require experience with Virtual Agent, chatbots, and conversational AI.
• We require experience with knowledge management.
• We require experience with CSM and FSM workspaces.
• We require experience building customer portals and mobile applications.
• We require experience with enterprise integrations, including APIs, middleware, and external systems.
• We prefer ITIL certification or equivalent knowledge.
• We require strong communication skills and the ability to collaborate with business stakeholders.
• We require the ability to translate business requirements into technical solutions.
• We require deep ServiceNow expertise and strong business process knowledge.

Responsibilities

• We lead the design, implementation, and optimization of ServiceNow solutions with a focus on CSM, FSM, ITSM, and SPM.
• We drive adoption and expansion of ServiceNow capabilities across the enterprise.
• We design and deliver enterprise integrations with internal systems and external customer platforms.
• We develop and implement automations, workflows, and AI-driven capabilities.
• We collaborate with business stakeholders to gather requirements and translate them into technical solutions.
• We provide architectural guidance and best practices for ServiceNow development and configuration.
• We shape the application landscape to ensure seamless integration of internal and customer-facing systems.
• We support a long-term transformation project through scalable and high-impact ServiceNow solutions.

Technologies

• AI
• Architect
• Support
• ITIL
• ITSM
• Mobile
• ServiceNow

More

We are a leading consultancy seeking a highly skilled ServiceNow Solution Architect to join a long-term transformation project. This is a remote position focused on designing, optimising, and expanding our enterprise ServiceNow platform, with a strong emphasis on Customer Service Management and scalable architecture. We offer the opportunity to work on high-impact solutions that improve processes, strengthen integrations, and enhance both internal and customer-facing systems. We are looking for a professional who combines deep technical expertise, business process understanding, and strong communication skills to help shape our platform strategy and deliver lasting value.

last updated 24 week of 2026