The CSM Solutions Architect (SA) is responsible for leading a technical team through the deployment of a Contender Solutions Customer Service Management project in ServiceNow. The SA works with the Project Manager (PM) and Business Analyst (BA) to help guide the client to decisions that provide value for their business while adhering to industry and Contender best practices.

Responsibilities and Duties

• Understand and explain industry and ServiceNow best practices.
• Understand and explain Contender products and service offerings.
• Lead the technical implementation of delivery projects, including:
  • Conducting demos and working sessions with the client
  • Provide technical guidance to Business Analyst
  • Gathering requirements from the client
  • Advising the client on good practices and recommended solutions
  • Design solutions to maximum value while minimizing technical debt
  • Refining Agile stories and tasks
  • Assigning work to technical consultants
  • Reviewing work of technical consultants
  • Mentoring and assisting technical consultants
  • Champion Contender’s delivery methodology and coach technical consultants

Minimum Qualifications

• At least 4 years of experience as an administrator or developer of the ServiceNow platform (at least one of which is related to administering or developing CSM applications)
• At least 4 years of experience interacting with customers (internal or external)
• Bachelor’s degree in IT or other relevant field, or equivalent experience
• Experience with the ITIL framework (ideally certified in ITIL Foundations)
• Ability to develop on the ServiceNow platform including configuration of:
  • Business Rules
  • Client Scripts
  • UI Policies
  • Catalog Items and Order Guides
  • Workflows
  • Table and Form Layouts
  • Dictionary Overrides
  • IntegrationHub and Flow Designer
  • Script Includes
• Strong JavaScripting experience
• Excellent interpersonal and communications skills (oral and written)

Desired Qualifications

• Experience leading a team to develop and configure ServiceNow
• Experience explaining ServiceNow solutions to business stakeholders
• Comfortable interacting with customers (internal or external) at all levels (technician to C-level)
• Experience with Agile methodology (including story refinement, testing, and scrum)
• Knowledge of CSM Business Models: Business-to-business, Business-to-consumer, Contributor user
• ServiceNow System Admin Certification
• ServiceNow Implementation Specialist Certification – Customer Service Management