Astrica ยท 9 hours ago
ServiceNow Technical Architect (CSM, Portal and Integration)
United States
Full-time
Remote
Senior Level
7+ years expAstrica is a company focused on innovative ServiceNow solutions, and they are seeking a ServiceNow Technical Architect to lead the design and delivery of Customer Service Management solutions. The role involves guiding clients through best practices, optimizing customer service operations, and mentoring delivery teams while ensuring high-quality outcomes.
Information Technology & Services
Responsibilities
Lead the end-to-end architecture and delivery of ServiceNow solutions, with a focus on Customer Service Management (CSM), Customer Service Portal/Mobile, and enterprise integrations including CRM, telephony, and ticketing systems
Design omnichannel customer service solutions including web portals, mobile apps, email-to-case, chat, and telephony integrations
Architect case management workflows, SLA structures, queuing strategies, and routing logic to optimize customer service operations
Perform hands-on development and configuration when needed to accelerate delivery, troubleshoot complex issues, or demonstrate technical solutions
Define customer service analytics, dashboards, and reporting frameworks to measure service performance and customer satisfaction
Champion CSM industry best practices from successful implementations, including contact center operations, self-service optimization, and agent productivity improvements
Oversee ServiceNow instance management including platform governance, update set management, release planning, and environment strategies
Guide development teams, providing direction on configuration, custom development, customer portal design, service catalog optimization, and integration patterns
Serve as a trusted advisor to clients, identifying risks, recommending optimizations, and shaping long-term platform roadmaps
Qualification
Required
7+ years architecting ServiceNow solutions, including 3+ years of CSM design and implementation experience
3+ years building and optimizing Customer Service Portal and Mobile experiences, including omnichannel service delivery and self-service optimization
3+ years designing enterprise integrations leveraging REST, SOAP, Integration Hub, telephony systems (CTI), CRM platforms, and third-party ticketing systems
Proven hands-on development capabilities in ServiceNow, able to write scripts, build workflows, and configure solutions independently when needed
Experience managing a ServiceNow production instance, including governance, change management, and platform health monitoring
Deep knowledge of CSM best practices including case deflection strategies, agent workspace optimization, knowledge management, and customer journey mapping
Strong understanding of platform architecture such as data modeling, ACL/security, flow orchestration, performance optimization, and scoped applications
Proven ability to lead client workshops, clarify requirements, and translate them into scalable technical designs
Experience guiding Agile delivery activities, including story review, estimation, backlog refinement, and sprint planning
Excellent communication and leadership skills, with the ability to advise stakeholders and coach technical teams
Preferred
Hands-on experience with Customer Service Portal, Service Portal, Mobile Agent, or Agent Workspace for CSM
Background integrating ServiceNow CSM with CRM systems (Salesforce, Microsoft Dynamics), contact center platforms (Genesys, Five9, NICE), or customer engagement tools
ServiceNow certifications such as CSA, CAD, CIS-CSM (strongly preferred), CIS-ITSM, or Integration Hub
Experience developing or governing ServiceNow UX components (HTML, CSS, AngularJS, widgets)
Exposure to enterprise architecture frameworks or governance models for multi-instance ServiceNow environments
Experience with telephony integrations (CTI adapters, IVR systems, call routing)
Knowledge of ITIL practices applied to customer service operations
Background with AI-powered virtual agents, chatbots, or Now Assist for CSM
Experience with Field Service Management (FSM) integration with CSM for dispatch workflows
Company
Astrica
Astrica is a IT services company that specilizes in intelligent automation, cloud, integration, ML, and digital transformations.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
unknown2022-01-01Seed
Company data provided by crunchbase