ServiceNow Administrator / Customer Service Architect – Technical Consultant

Job Title: ServiceNow Administrator / Customer Service Architect – Technical Consultant Location: LATAM Job Type: Remote ( Candidate can speak Spanish and English both) Contract Duration: 6 Months Experience: 8 Years ob Summary: We are looking for an experienced ServiceNow CSM Architect to lead the design and implementation of Customer Service Management solutions. You will play a key role in aligning technical delivery with business objectives, working closely with stakeholders, development teams, and partners. Travel to Monterrey will be required for workshops, stakeholder meetings, and implementation support. Key Responsibilities: Architect end-to-end ServiceNow CSM solutions , including case management, agent workspace, virtual agent, knowledge management, and integrations. Collaborate with business and IT stakeholders in Monterrey and remotely to gather requirements and define solution strategies. Design and maintain scalable, high-performance CSM architecture aligned with ServiceNow best practices and CSDM (Common Service Data Model) . Lead customer workshops, gap analysis sessions, and solution design reviews. Guide development and configuration teams to ensure successful implementation. Design integrations with external CRMs, ERPs, contact centers, and legacy platforms. Ensure platform governance, security, and performance compliance. Required Skills & Experience: 7 years of experience with ServiceNow platform, including 4 years in CSM module . Strong experience with ITSM, CMDB, and CSDM and how they relate to CSM. Proven experience in ServiceNow CSM implementations in global or LATAM markets . Experience in creating custom workflows , data models, and portal customizations. Strong understanding of business processes for customer support, field service, and omnichannel engagement . Knowledge of integration tools and techniques (REST, SOAP, MID server, IntegrationHub). Strong understanding of CSM Advanced features : Playbooks, Engagement Messenger, Advanced Work Assignment (AWA), and Proactive Customer Service.

Location: Mexico City, Mexico, MX

Posted Date: 9/14/2025