ServiceNow CSM Solution Architect (Freelance possible)

Role Summary

📋 Tasks and responsibilities

ServiceNow is used as an Enterprise Service Management platform. The Customer Service Management module is already operational and is being further expanded and optimized.

As a ServiceNow CSM Architect, you take on the technical pioneering role in the further evolution of the CSM solution. You will work closely with a business analyst and a CSM Developer on the realization of the next phase of the platform.

You analyze requirements together with the business analyst from a technical perspective.

You assess the technical impact and feasibility of requested improvements.

You determine the technical architecture for the CSM module.

You design adjustments to the architecture of case types, the case model and the portal.

You translate needs into a coherent and future-proof technical approach.

You establish technical principles, configuration principles and standards.

You monitor the coherence, quality, security, performance and upgradeability of the platform.

You work hands-on on the portal and record the more complex developments yourself.

You support the CSM Developer with technically challenging issues.

You help shape the security approach and relevant integrations, including RBAC, REST, SOAP, IntegrationHub and Inbound Actions.

Requirements

• Bachelor or master in ICT, or equivalent through experience.
• At least 10 years of experience with ServiceNow, including deep hands-on expertise in the CSM module and platform architecture.
• Demonstrated experience in a technical lead or architecture role within ServiceNow implementations.
• Experience with technical requirements analysis and developing future-proof architectural design.
• Strong experience with case type architecture, portal architecture and integration architecture within CSM.
• In-depth insight into ServiceNow architecture, data model and Customer Service Management.
• Strong hands-on development skills in JavaScript/GlideScript, Flow Designer and UI Builder.
• Knowledge of security architecture and RBAC within ServiceNow.
• Experience with code reviews, quality assurance and defining technical standards.
• Excellent communication and stakeholder skills.
• You act as a substantive expert and dare to critically challenge proposals.
• You work in a connecting and solution-oriented way and maintain an overview of several parallel tracks.
• Good command of Dutch or French: you use one of the two languages as the working language and you master the other at least very well.
• Good knowledge of English.

Positives

• CSA and CIS-CSM certification.
• Experience within the federal government.
• Experience with other ServiceNow modules, such as ITSM and HRSD.
• Experience with the further expansion and optimization of existing CSM solutions.

💼 Offer

You will be part of a growing SME with room for initiative and personal development. We ensure that you end up in a challenging but pleasant working environment with great colleagues. Together with you, we will draw up a career plan, with attention and budget for additional training/certifications. You can count on a motivating salary, supplemented with fringe benefits, including a company car (or alternative compensation).

(Freelance is also possible)