ServiceNow CSM Architect

Mission Overview:

Our client utilizes ServiceNow as their Enterprise Service Management (ESM) platform, with the Customer Service Management (CSM) module already implemented and operational. They are looking to enhance and evolve this CSM solution, including adjustments to the architecture of case types. We are seeking a ServiceNow CSM Architect to analyze requirements from a technical perspective and determine the technical architecture for the CSM module, working alongside a business analyst.

Role Description:

As a ServiceNow CSM Architect, you will be the technical point of contact for the further development and improvement of the CSM module. You will collaborate with the CSM Developer and the business analyst as part of a three-person team responsible for delivering CSM 2.0. Your responsibilities will be carried out under Keystone Solutions' consultancy model, focusing on on-site work and the consultant identity.

General Responsibilities:

• Analyze requirements with the business analyst from a technical perspective.
• Determine the technical architecture for the CSM module.
• Design necessary adjustments to the architecture of case types and the portal.
• Engage in development work, including contributions to the portal and more complex developments.
• Establish technical principles, configuration standards, and guidelines.
• Ensure coherence, quality, security, performance, and upgradeability of the platform.

Specific Responsibilities:

• Technical Analysis of Requirements: Analyze requirements with the business analyst from a technical perspective, assess the technical impact and feasibility of requested improvements, and translate requirements into technical principles and configuration standards.
• Technical Architecture of the CSM Module: Determine the technical architecture for the CSM module, design necessary adjustments to the architecture of case types and the case model, develop the technical approach for the portal (Customer/Consumer Service Portal, Employee Center), and ensure coherence with the existing CSM solution and ServiceNow best practices.
• Portal Development & Complex Components: Develop more complex components that cannot be delegated (hands-on), contribute to the portal (Customer/Consumer Portal), and provide technical support to the CSM Developer for complex issues.
• Standards & Quality Assurance: Establish configuration principles, standards, and technical guidelines, ensure quality, security, performance, and upgradeability of solutions, and contribute to the technical approach for security (RBAC) and integrations where relevant.

Required Knowledge and Experience:

• Education & Experience: Bachelor’s or Master’s degree in ICT or equivalent experience, at least 10 years of experience with ServiceNow, with in-depth hands-on experience in the CSM module and platform architecture, demonstrable experience in a technical lead or architecture role on ServiceNow implementations, and experience in technically analyzing requirements and designing CSM solutions.
• Functional & Technical Competencies: Deep understanding of ServiceNow architecture, data model, and CSM module, strong experience in designing future-proof solutions, case type architecture, and portal architecture, strong hands-on development skills (JavaScript/GlideScript, Flow Designer, UI Builder), knowledge of security architecture and RBAC within ServiceNow, experience with integration architecture (REST, SOAP, IntegrationHub, Inbound Actions), experience in technical requirements analysis in collaboration with business analysts, and experience in establishing standards, code reviews, and ensuring technical quality.
• Soft Skills: Excellent communication and stakeholder management skills, ability to act as a Subject Matter Expert and challenge proposals, connecting, solution-oriented, and capable of managing multiple tracks in parallel.
• Languages: Good command of Dutch or French (one as a primary language, the other at least very good). Good knowledge of English.

Assets:

• Certification CSA and CIS-CSM.
• Experience within the federal government is a strong plus.
• Experience with other ServiceNow modules (ITSM, HRSD).
• Experience in further developing and optimizing existing CSM solutions.

If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment, apply today at Keystone Solutions Career Portal.

Duration: 23/09/2026 - 31/12/2026 4 months • (full time)

Skills required:

• Ervaring met casetype-architectuur, portaal en integratiearchitectuur binnen CSM - Level: Confirmed - Most recent: Any time
• Ervaring met ServiceNow CSM en met de architectuur van het platform - Level: Expert - Most recent: Any time
• Ervaring met technische requirementsanalyse en toekomstbestendig architectuurontwerp - Level: Confirmed - Most recent: Any time

Language requirements:

Dutch
Level Native
English
Level Active knowledge
French
Level Native