Experienced ServiceNow Customer Service Management Platform Architect – Delivering Innovative Solutions for Enhanced Customer Experience

Introduction to arenaflex

arenaflex is a purpose-led, global business and technology consulting company that empowers local markets by identifying emerging capabilities, building multi-disciplinary teams, and providing access to niche and hyper-specialized expertise. Our team of trailblazers helps ensure we achieve our strategic goals of investing for the future and pursuing innovation as a competitive advantage. With a strong focus on delivering practical, end-to-end solutions that drive meaningful impact, we are committed to making a positive difference in the lives of our customers and their customers.

About the Role

We are seeking an experienced ServiceNow Customer Service Management (CSM) Platform Architect to join our team. As a CSM Platform Architect, you will play a critical role in proposing, architecting, and leading CSM solution delivery based on the requirements provided by our team and clients. Your expertise will help our clients maximize the impact of their ServiceNow investments and unlock value potential from their expansion of ServiceNow's adoption.

Key Responsibilities

• Work with clients using a future-focused mindset to understand their long-term Enterprise goals, understand how the ServiceNow platform's CSM capabilities fit into their Enterprise application ecosystem, design a roadmap, and communicate how the ServiceNow platform could move them towards their goals
• Participate in and/or lead design workshops, development, testing, and deployment activities with our top enterprise and public sector customers
• Design the business and possibly the technical architecture for how CSM can help meet the client's enterprise goals
• Lead and ensure quality delivery of CSM technical solutions to ensure they meet customer requirements using the most efficient methods that leverage ServiceNow best practices and standards
• Mentor teammates on ServiceNow platform best practices about CSM modeling, platform architecture, customizations, etc.
• Respond to Request for Information/Proposals (RFIs/RFPs)

Essential Qualifications

To be successful in this role, you should have:

• A Bachelor's degree in a technical-related field or business management
• 3+ years of experience working in a client-facing role in a professional services organization, building and designing solutions that have been delivered to the marketplace
• 4+ years of deep functional and technical knowledge of ServiceNow configuration and implementation, or similar technology
• Experienced in ServiceNow's Customer Service Management, Field Service Management, Service Portal, Integration Hub or REST/SOAP Web Services, and AppEngine Studio
• Excellent communication, planning, problem-solving, troubleshooting, and organizational skills; willing to take responsibility and act independently
• Demonstrated work experience in business and systems analysis, process and data modeling skills
• Knowledge of Agile development methodologies
• Exceptional communication skills, both written and verbal
• Proven team-building skills and ability to motivate others
• Team-player mindset and willingness to collaborate with all levels of our organization

Preferred Qualifications

While not required, the following qualifications are preferred:

• ServiceNow Certified System Administrator Certification (CSA)
• ServiceNow Certified Implementation Specialist for CSM (CIS-CSM) & Certified Application Developer (CAD)
• ITIL or IT4IT certifications

Skills and Competencies

To excel in this role, you should possess:

• Strong business acumen and understanding of customer service management principles
• Excellent problem-solving and analytical skills
• Ability to communicate complex technical concepts to non-technical stakeholders
• Strong leadership and mentoring skills
• Ability to work in a fast-paced environment and adapt to changing priorities

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to helping our team members thrive in their work and life. We offer a range of career growth opportunities and learning benefits, including:

• Professional development and training programs
• Mentorship and coaching from experienced professionals
• Opportunities to work on complex and challenging projects
• Collaboration with a talented and diverse team of professionals

Work Environment and Company Culture

arenaflex is a purpose-led organization that values diversity, equity, and inclusion. We are committed to creating a work environment that is inclusive, supportive, and empowering. Our company culture is built on the principles of:

• Respect and empathy for all individuals
• Open communication and transparency
• Collaboration and teamwork
• Continuous learning and improvement

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Base salary range of $110,000 to $203,000 (Senior Consultant level) or $140,000 to $258,000 (Principal level)
• Annual discretionary bonus
• Meaningful time off and paid holidays
• Parental leave
• 401(k) with a match
• Range of choices for highly subsidized health, dental, & vision coverage
• Adoption and fertility assistance
• Short/long-term disability
• Yearly $350 reimbursement account for any well-being related expenses
• Discounted home, auto, and pet insurance

Conclusion

If you are a motivated and experienced ServiceNow Customer Service Management Platform Architect looking for a new challenge, we encourage you to apply for this exciting opportunity. At arenaflex, we are committed to helping our team members thrive in their work and life, and we offer a range of career growth opportunities and learning benefits. Join our team of trailblazers and help us deliver innovative solutions for enhanced customer experience.