Stellenbeschreibung:

ServiceNow Technical Architect – CSM (Customer Service Management)
Location: Remote (Germany-based Retail Client)
Language Requirement: Fluent in German and English
Job Type: Contract / Freelance
Start Date: ASAP

Our client are hiring a highly skilled and experienced ServiceNow Technical Architect with deep, hands-on expertise in Customer Service Management (CSM) to support a leading retail client in Germany. This role demands both strategic leadership and strong technical execution to drive complex ServiceNow implementations in a dynamic, customer-facing environment.
As the Technical Architect, you will be responsible for shaping and delivering end-to-end ServiceNow CSM solutions while collaborating closely with business stakeholders, developers, and cross-functional teams. This is a remote role; however, fluency in German is essential due to the client-facing nature of the project.

Responsibilities

• Act as the technical lead and architect for the full lifecycle of CSM implementations and enhancements.
• Translate business requirements into well-architected, scalableand performant ServiceNow solutions.
• Provide hands-on configuration, scripting and integration work within the ServiceNow platform.
• Collaborate with Product Owners, Process Owners, Developersand other Architects to ensure design consistency and platform best practices.
• Lead technical workshops and solution architecture sessions with stakeholders.
• Provide governance and design oversight across CSM workflows, case management, virtual agents, knowledge managementand customer portals.
• Ensure platform performance, security and compliance with enterprise standards.
• Proactively identify technical risks and develop mitigation strategies.
• Provide mentorship to junior ServiceNow developers and support knowledge transfer to internal teams.


Skillset

• Fluent in German (C1+) and English.
• 5+ years of hands-on experience as a ServiceNow Technical Architect, with a strong recentfocus on CSM.
• Proven track record delivering complex, high-volume CSM projects in enterprise or retail environments.
• Deep understanding of the ServiceNow platform architecture, capabilitiesand data model.
• Expert-level hands-on knowledge of ServiceNow Studio and Application Scoping, CSM modules, IntegrationHub, Flow Designer, REST/SOAP integrations, Service Portal customization and UI policies/scripts
• Familiarity with ITSM, FSM, or other ServiceNow modules is a plus.
• ServiceNow Certified Technical Architect (CTA) or Certified Implementation Specialist – CSM is a plus.
• Experience working with large-scale retail customers or B2C service environments is a bonus.
• Exposure to Agile/Scrum project methodologies.
• Previous experience leading offshore/nearshore development teams.


Contact for more details.

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