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Hybrid Principal IT Solution Delivery – Service Now CSM Delivery Architect
Posted 7 hours ago
About the role
- ServiceNow CSM Architect leading optimization of customer management solutions in utilities. Collaborating across teams for innovative solutions that enhance customer engagement.
Responsibilities
- Architect, configure, and optimize ServiceNow Customer Service Management (CSM) capabilities to support a unified, modern customer engagement ecosystem.
- Lead solution design, Tier 3 support, and platform ownership with an agile, accountable, and customer‑centric approach.
- Drive integrations with core enterprise systems including Salesforce CRM, Oracle ERP, Azure DevOps, Remedy ITSM/CMDB, Amazon Connect, and additional tools.
- Partner collaboratively across internal teams—system integrators, DevOps, Integration, Business Intelligence, Security/Compliance, and Customer Success—to deliver innovative and scalable solutions.
- Design and implement automated workflows, business process improvements, and data-driven solutions aligned with Itron’s CSM target architecture.
- Ensure compliance with ServiceNow best practices, architectural standards, and governance.
- Deliver enhancements, new features, change requests, and customer-impacting improvements across the ServiceNow platform.
- Support data cleansing, enrichment, conversion, and migration activities during transformation from legacy systems.
- Prepare and maintain system configuration documentation; work closely with IT support, development, and integration teams.
- Contribute to additional ServiceNow initiatives beyond CSM as needed.
- Stay current on emerging ServiceNow CSM capabilities, industry innovations, and utilities/energy sector trends.
Requirements
- Bachelor’s degree (or equivalent experience) in Computer Science, Management Information Systems, or a related field.
- 5-10 years of ServiceNow experience, including 3–5+ years dedicated to CSM Pro/Pro+ (Entitlements/SLA, Case/Tasking, Playbooks/Flow Designer, Portal/Service Catalog, KCS Knowledge, Outage, Virtual Agent/Now Assist, Performance Analytics).
- Proven leadership, ownership mindset, and strong stakeholder management skills.
- Demonstrated experience delivering multiple successful system implementations or conversions in fast-moving and collaborative environments.
- Deep understanding of customer support, case management, knowledge management, and enterprise workflow best practices.
- Strong analytical capabilities and commitment to reliable, accountable solution delivery.
- Proficiency with Microsoft 365 tools.
Benefits
- financial programs
- social programs
- health and wellbeing programs
- paid vacation
- 401k matching
- employee stock purchase program
- hybrid work schedule
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