A federal public-sector organisation is extending an operational ServiceNow Enterprise Service Management platform through a ServiceNow CSM 2.0 initiative. The three-person delivery team, consisting of a ServiceNow CSM Architect, CSM Developer and business analyst, is redesigning case-type architecture and the customer portal while keeping the existing solution coherent and upgradeable. This role combines technical requirements analysis with hands-on ServiceNow CSM development across portal and integration architecture.
The mission
ServiceNow is the organisation's ESM platform, and its Customer Service Management module is already in production. CSM 2.0 focuses on evolving the case model, case types, the Customer/Consumer Service Portal and Employee Center rather than implementing a new platform. The architect aligns these changes with ServiceNow platform architecture and best practices, including security, performance, integrations and upgradeability.
You will perform technical requirements analysis with the business analyst, assess technical impact and feasibility, then define architecture, configuration principles and implementation guidance. You will design the ServiceNow CSM case-type architecture and portal architecture while taking ownership of complex development that cannot be delegated. Hands-on work includes JavaScript/GlideScript, Flow Designer and UI Builder, with REST, SOAP, IntegrationHub and Inbound Actions used where integrations are required. You will guide the CSM Developer through complex issues and connect delivery decisions to the wider CSM 2.0 design.
Your responsibilities
- Define a future-proof ServiceNow CSM architecture for CSM 2.0, covering case types, the case model, portal architecture, security and integrations.
- Translate business requirements into technically feasible designs, documented configuration principles and implementation standards.
- Deliver complex hands-on development for the Customer/Consumer Service Portal and other components requiring architect-level ownership.
- Apply JavaScript/GlideScript, Flow Designer and UI Builder to extend the portal and complex CSM functionality.
- Protect solution quality, performance, security and upgradeability through design reviews, code reviews and technical guidance to the CSM Developer.
Your profile
Essential skills
- Bring at least 10 years of ServiceNow experience, including deep hands-on experience with ServiceNow CSM and ServiceNow platform architecture.
- Have led ServiceNow implementations in a technical lead or architect capacity.
- Analyse requirements jointly with business analysts and turn them into future-proof CSM solutions.
- Design case-type architecture, portal architecture and technical standards that remain consistent with the existing implementation.
- Develop confidently with JavaScript/GlideScript, Flow Designer and UI Builder, including complex portal components.
- Apply ServiceNow security architecture and RBAC, and understand integration architecture with REST, SOAP, IntegrationHub and Inbound Actions.
- Communicate clearly with stakeholders, challenge proposals constructively and coordinate several technical workstreams in parallel.
Languages
- Dutch: C1 as the primary working language or at least C1 as the second national language.
- French: C1 as the primary working language or at least C1 as the second national language.
- English: B2.
Education
- Bachelor's or master's degree in ICT, or equivalent professional experience.