ServiceNow ITSM+CSM Architect (USA / Remote)

Job Description

Company Description

We're Hiring: Senior ServiceNow Architect (USA Region)

Role: ServiceNow ITSM + CSM Architect

Location: USA - Remote

Experience: 8+ years with strong hands-on and architectural experience in ServiceNow ITSM and CSM modules.

About REDE Consulting

REDE Consulting is a premier ServiceNow partner and a recognized expert in delivering enterprise-grade solutions across ITOM, ITAM, IRM/GRC, and AIOps. Our client base includes Fortune 500 companies, global insurers, and large-scale digital enterprises.Job Description

️ Core Responsibilities

1. Architecture & Solution Design

Design end-to-end scalable, secure, and high-performing architecture for ITSM and CSM implementations.

Translate business requirements into well-architected solutions aligned with ServiceNow best practices.

Define data models, integrations, workflows, and UI experiences across ITSM and CSM modules.

2. Stakeholder Collaboration

Work closely with business and IT stakeholders to gather requirements and align ServiceNow capabilities.

Act as the primary point of contact for client architecture discussions and design approvals.

Guide the pre-sales team with solutioning and effort estimation.

3. Implementation Oversight

Lead and govern technical implementations across ITSM (Incident, Problem, Change, Request, CMDB) and CSM (Case Management, Entitlements, Contracts).

Ensure delivery aligns with defined architecture and standards.

Provide oversight on ServiceNow configuration, customization, and integrations.

4. Governance & Best Practices

Define and enforce coding standards, platform security, and governance guidelines.

Set up CI/CD pipelines, DevOps best practices, and upgrade strategies.

Perform code reviews and architectural audits.

5. Integrations & Automation

Architect integrations with external systems (CRM, ERP, Telephony, APM, etc.).

Leverage Integration Hub, REST/SOAP APIs, and MID Servers effectively.

Design automation flows for proactive support and ticket deflection using Virtual Agent, Predictive Intelligence, and Flow Designer.

6. Knowledge & Mentorship

Guide and mentor development teams, BA teams, and platform administrators.

Create knowledge artifacts and reusable design templates.

Stay updated with new ServiceNow releases and ensure roadmap alignment.

7. Reporting & Dashboards

Design custom and out-of-the-box performance analytics, reports, and dashboards for IT and customer service operations.Qualifications

Technical Skills Required

Deep expertise in ServiceNow ITSM and CSM modules.

Hands-on experience with Flow Designer, Virtual Agent, CSM Playbooks, ITIL processes, and CMDB.

Strong understanding of platform architecture, ACLs, notifications, and form/UI policies.

Familiarity with Performance Analytics, Now Experience UI Framework, and Agent Workspace.

Integration Hub, REST/SOAP APIs, SSO, OAuth, and MID server expertise.

Certifications (Preferred)

ServiceNow Certified System Administrator (CSA)

Certified Implementation Specialist – ITSM

Certified Implementation Specialist – CSM

ServiceNow Certified Application Developer (CAD)

TOGAF or similar enterprise architecture certification (nice to have)

Additional Information

Location: Remote (Candidates must be based in the USA)

Why Join REDE?

Join a fast-growing ServiceNow-focused firm with a strong presence in the USA, EU, and India.

Work on high-impact projects with Fortune 500 companies.

Be part of a Center of Excellence (CoE) for ServiceNow IRMGRC, ITAM and ITOM

Opportunity to lead implementations and be at the forefront of digital transformation.

Competitive salary and performance-based incentives.

Flexible work hours and a remote-friendly culture.

Ready to Apply?

If you are a hands-on professional who thrives in dynamic environments and wants to make a real impact — we’d love to hear from you.

Send your updated resume to: hr {at} rede-consulting.com

Subject: Senior ServiceNow ITSM+CSM Architect – USA

Note: Remote Candidates must be based in the USA

Visit us:

Connect with us on LinkedIn: linkedin.com/company/rede-consulting

Full-time

Fully remote