ServiceNow CSM Architect (Hands-on Technical Lead)

VE3 is a technology and business consultancy focused on delivering end-to-end technology solutions and products. We have successfully serviced enterprises across multiple markets, including the public and private sectors. Our services span all aspects of business, providing a holistic approach to managing an organization. We are committed to providing technical innovations and tools that empower organizations with critical information to facilitate decision-making that results in business transformation through cost savings and increased operational efficiency. Our commitment to quality is adopted throughout the organization and sets the foundation for delivering our full suite of capabilities.

Job Description

ServiceNow CSM Architect (Hands-on Technical Lead)

Location: UK Remote (occasional workshops in London)

Role Overview

We are seeking an experienced ServiceNow CSM Certified Architect with strong hands on development capability to lead the technical delivery of a multi workstream ServiceNow transformation programme.

The Architect will own solution design and technical governance across:

• Content Management & Publishing configuration
• Multi channel communications integration (Email, Push, WhatsApp)

This role requires a balance of architecture leadership, hands on configuration, and technical oversight of developers.

Requirements

• Own end to end technical architecture across all work packages
• Define product based segmentation logic and role strategy
• Architect integration patterns for MDM feeds and external APIs
• Ensure maintainable, upgrade safe ServiceNow configuration
• Extend core CSM tables (Service Offerings, Sold Products, Install Base)
• Design and build Flow Designer scheduled and record triggered flows
• Configure advanced User Criteria segmentation (multi dimensional targeting)
• Architect and oversee development of a multi page Service Portal
• Translate Figma wireframes into scalable portal components
• Implement personalised content visibility using User Criteria
• Ensure WCAG 2.1 AA accessibility compliance
• Configure ServiceNow Content Management & Publishing
• Design approval workflow structures
• Implement notification routing logic (importance + channel based)
• Oversee integration with external messaging APIs (e.g. WhatsApp)
• Define Automated Test Framework (ATF) strategy
• Conduct peer reviews and code quality checks
• Support UAT and production deployment
• Produce technical documentation and handover materials
• Ensure compliance with GDPR and internal security standards

Certifications

ServiceNow Certified Implementation Specialist - CSM

ServiceNow Certified System Administrator

ServiceNow Certified Application Developer (highly desirable)

Technical Expertise

• Extensive ServiceNow CSM implementation experience
• Strong hands on Flow Designer experience
• Service Portal architecture and development knowledge
• User Criteria and role based access control design
• REST API integration design and implementation
• Content Publishing and notification configuration
• Automated Test Framework (ATF) experience
• Proven experience as technical lead on ServiceNow programmes
• Strong understanding of ServiceNow data model design
• Ability to balance architecture governance with hands on delivery
• Experience working in regulated or public sector environments desirable
• Experience integrating WhatsApp for Business APIs
• Experience processing structured data imports (CSV/MDM feeds)
• Familiarity with ServiceNow Zurich or later versions

Personal Attributes

• Strong technical leadership and decision making capability
• Clear communicator with technical and non technical stakeholders
• Comfortable working in fast paced transformation environments
• Detail oriented with strong quality focus