3 months ago
Singapore, SingaporeSenior
Responsibilities
- Own end-to-end ServiceNow CSM solution architecture across case management, customer portals, communities, Agent Workspace, field service integration, and omnichannel routing.
- Configure and implement ServiceNow CSM applications, including Case Management, Service Contracts, Entitlements, Customer Portals, Proactive Customer Service Operations, and Agent Workspace.
- Architect and implement NowAssist and Generative AI capabilities such as case summarization, agent assist, intelligent routing, and virtual agent workflows.
- Design integrations between ServiceNow CSM and CRM or ERP platforms using REST, SOAP, IntegrationHub, and MID Servers.
- Lead requirements workshops, design sessions, architectural reviews, governance activities, and strategic roadmap discussions.
- Produce architecture documentation, integration designs, data model specifications, and work-effort estimates.
- Mentor and provide technical leadership to developers, consultants, client resources, and junior and mid-level team members.
- Contribute to statements of work, pre-sales proposals, capability development, and organizational change management awareness.
Requirements
- At least 6 years of hands-on ServiceNow experience, including at least 3 years in an architect or senior technical lead capacity.
- Demonstrated expertise in ServiceNow CSM, including Case Management, Entitlements, Customer Portal, Agent Workspace, Proactive Customer Service, and Communities.
- Strong ServiceNow platform architecture and data model knowledge, with hands-on JavaScript scripting experience.
- Experience designing CRM and ERP integrations using REST, SOAP, IntegrationHub, and MID Servers.
- Knowledge of NowAssist and Generative AI capabilities within ServiceNow CSM, including virtual agents, AI-assisted routing, and agent productivity features.
- Proficiency with Flow Designer, App Engine Studio, Studio IDE, Update Sets, and ATF.
- Experience across discovery, design, build, testing, training, deployment, and hypercare, with participation in at least 3 end-to-end ServiceNow implementations involving CSM architecture.
- Strong customer service management process knowledge, including omnichannel case handling, SLA and entitlement management, self-service, knowledge management, and proactive service operations.
- Required certifications: ServiceNow Certified System Administrator, ServiceNow CIS–CSM, and Certified Technology Architect.
- Preferred or advantageous qualifications include ServiceNow CAD, CIS–FSM, CIS–ITSM, additional CIS certifications, ITIL Foundation, and front-end development experience with Service Portal, UI Builder, Angular, HTML5, CSS/Sass, and SP Widgets.
- A degree or equivalent professional qualification in IT, Computer Science, Engineering, or a related discipline is preferred; equivalent practical ServiceNow solution architecture experience receives equal consideration.
- Excellent communication, workshop facilitation, architectural decision-making, project planning, dependency management, and stakeholder alignment skills.
Tech Stack
Categories
Solutions Engineering
About Cognizant
Cognizant is a public IT services and consulting firm that designs, builds, and runs enterprise technology, including digital engineering, cloud modernization, data/AI, and managed services. It sells consulting, systems integration, and outsourcing on multi-year engagements to large enterprises in healthcare, banking, retail, communications, and manufacturing. Founded in 1994 and headquartered in Teaneck, New Jersey, Cognizant is NASDAQ-listed (CTSH) and a Fortune 500 company.