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Position 1: ServiceNow Architect with Customer Service Management (CSM) Location: Remote Job Summary: We are seeking a highly skilled and experienced ServiceNow Architect with expertise in Customer Service Management (CSM) to join our team. As a ServiceNow Architect specializing in CSM, you will play a pivotal role in designing and implementing ServiceNow solutions that optimize our customer service processes and enhance customer satisfaction. Your deep knowledge of the ServiceNow platform combined with strong CSM capabilities will be critical in driving successful customer service transformations. Responsibilities: Collaborate with stakeholders, including business users, customer service teams, and IT teams, to understand business requirements and CSM needs. Lead the design and architecture of ServiceNow CSM solutions, ensuring alignment with industry best practices and our organizational goals. Define and implement the overall CSM strategy, including service catalogs, case management, self-service portals, knowledge management, and omnichannel support. Customize and configure the ServiceNow platform to deliver comprehensive CSM capabilities, tailored to our unique business requirements. Develop and oversee the implementation of ServiceNow workflows, business rules, client scripts, UI policies, and other platform components to support CSM processes. Integrate ServiceNow CSM with other systems and applications, such as CRM platforms, to ensure seamless customer data flow and enhance service delivery. Provide technical leadership and guidance to development teams, ensuring adherence to architectural standards, coding best practices, and performance optimization. Conduct system testing, quality assurance, and support user acceptance testing (UAT) for CSM solutions. Collaborate with customer service teams to analyze existing processes and identify areas for improvement and automation within the ServiceNow platform. Stay abreast of the latest ServiceNow features, functionalities, and industry trends related to CSM, proactively identifying opportunities for innovation and continuous improvement. Assist in training end-users on new CSM functionalities and capabilities. Skills and Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field. Proven experience as a ServiceNow Architect, with a focus on CSM module implementation and customization. Strong knowledge of the ServiceNow platform, with specific expertise in CSM modules, including service catalogs, case management, self-service portals, and knowledge management. Extensive experience in designing and implementing end-to-end CSM solutions, considering process flows, data models, integrations, and reporting requirements. Proficiency in ServiceNow development, including configuring workflows, business rules, client scripts, UI policies, and integrations. Solid understanding of customer service processes and best practices, with a customer-centric mindset. Excellent analytical and problem-solving skills, with the ability to translate CSM, needs into technical requirements. Strong communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels. A detail-oriented mindset with a focus on delivering high-quality results. ServiceNow certifications, such as Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) in CSM, are highly desirable. Knowledge of scripting languages like JavaScript, HTML, and CSS is advantageous. Familiarity with Agile methodologies and ITIL practices is a plus. Position 2: ServiceNow Architect with GRC Location: Remote Job Summary: We are seeking an experienced and knowledgeable ServiceNow Architect with a strong background in Governance, Risk, and Compliance (GRC) to join our team. As a ServiceNow Architect specializing in GRC, you will be responsible for designing and implementing end-to-end ServiceNow solutions that meet our organization's GRC requirements. Your expertise in ServiceNow architecture and GRC processes will be critical in developing robust and scalable GRC solutions to enhance our risk management and compliance capabilities. Responsibilities: Collaborate with stakeholders, including business leaders, GRC teams, and IT teams, to understand GRC needs, goals, and objectives. Define the overall ServiceNow architecture and strategy to support GRC processes, ensuring alignment with business requirements and industry best practices. Design and implement end-to-end GRC solutions within the ServiceNow platform, leveraging appropriate modules and functionalities. Lead and participate in the full project lifecycle, including requirements gathering, solution design, development, testing, deployment, and ongoing maintenance. Develop and maintain architectural documentation, including solution designs, system diagrams, technical specifications, and integration workflows. Provide guidance and technical leadership to development teams, ensuring adherence to architectural standards and best practices. Collaborate with GRC teams to analyze existing GRC processes, identify areas for improvement, and recommend solutions that leverage the ServiceNow platform. Conduct system performance analysis and optimization to ensure efficient and scalable GRC solutions. Integrate ServiceNow GRC modules with other systems and applications, facilitating seamless data flow and interoperability. Stay up-to-date with the latest ServiceNow features, functionalities, and industry best practices related to GRC, and provide recommendations for continuous improvement. Provide thought leadership and contribute to the development of GRC strategies, roadmaps, and implementation plans. Skills and Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field. Extensive experience as a ServiceNow Architect, with a focus on GRC module implementation and customization. In-depth knowledge of ServiceNow platform, including GRC modules, such as risk management, compliance management, policy management, and audit management. Proven experience in designing and implementing complex ServiceNow solutions with a strong emphasis on GRC requirements. Strong understanding of GRC processes, frameworks, and standards, such as ISO 27001, NIST, GDPR, HIPAA, and SOX. Expertise in ServiceNow architecture, including solution design, data model, workflows, integrations, and security considerations. Excellent analytical and problem-solving skills, with the ability to translate GRC needs into scalable and efficient technical solutions. Strong communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels. Detail-oriented mindset with a focus on delivering high-quality results. ServiceNow certifications, such as Certified System Architect (CSA), Certified Application Architect (CAA), and Certified Implementation Specialist (CIS) in GRC, are highly desirable. Proficiency in scripting languages like JavaScript, HTML, and CSS. Experience with Agile methodologies and ITIL practices is a plus.