Experienced Full Stack ServiceNow Customer Service Management (CSM) Platform Architect – Web & Cloud Application Development

Join arenaflex, a purpose-led, global business and technology consulting company, in shaping the future of ServiceNow Customer Service Management (CSM) Platform Architecture.

About arenaflex

arenaflex is a global business and technology consulting company that helps people and organizations dream bigger, move faster, and build better tomorrows for all. With a strong focus on innovation and customer satisfaction, we deliver practical, end-to-end solutions that drive meaningful impact. Our 13,000+ strong team is backed by close partnerships with over 400 leading technology providers, and we're consistently recognized as a great place to work, including being one of Fortune's 100 Best Companies to Work For seven years running.

The Role

We're seeking an experienced Full Stack ServiceNow Customer Service Management (CSM) Platform Architect to join our team of trailblazers. As a key member of our Global ServiceNow practice, you'll play a critical role in helping our clients maximize the impact of their ServiceNow investments and unlock value potential from their expansion of ServiceNow's adoption. Your expertise will be instrumental in designing and delivering holistic CSM solutions that meet the evolving needs of our clients.

Key Responsibilities

* Act as a CSM Platform Architect for ServiceNow engagements, proposing, architecting, and leading CSM solution delivery based on the requirements provided by the arenaflex team and the client.

• Work with clients to understand their long-term Enterprise goals and design a roadmap for how the ServiceNow platform's CSM capabilities can help them achieve those goals.
• Participate in and/or lead design workshops, development, testing, and deployment activities with some of arenaflex's top enterprise and public sector customers.
• Design the business and 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).

Travel Expectations

Up to 30% travel is expected, with regional travel opportunities available.

What You'll Bring

* You're a person who likes being part of modern, developing teams and have implemented ServiceNow technologies and delivered ServiceNow projects.

• You have experience delivering complex ServiceNow CSM implementations, with multiple stakeholders, recommending and implementing solutions for exceptional outcomes.
• You have a passion for leveraging ServiceNow for improving how people live and work; for making things easier and better. You enjoy defining and implementing solutions that simplify, enhance, extend, and empower people to love what they do.
• Ability to communicate and build relationships with all levels of an organization from end users to senior executives, including both technical and non-technical audiences.
• Capable and reliable in meeting tight schedules and deadlines as well as high attention to detail while maintaining clear customer expectations throughout the life cycle of an engagement.

Experience/Education/Certifications

* 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.
• Act as a Subject Matter Expert for both the arenaflex team and the client.
• Excellent communication, planning, problem-solving, trouble-shooting, 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.
• ServiceNow Certified System Administrator Certification (CSA).
• ServiceNow Certified Implementation Specialist for CSM (CIS-CSM) & Certified Application Developer (CAD) required.
• ITIL or IT4IT certifications preferred.

Work Environment and Company Culture

arenaflex is a purpose-led, global business and technology consulting company that values innovation, customer satisfaction, and teamwork. Our work environment is collaborative, dynamic, and supportive, with opportunities for growth and development. We're committed to fair and equitable compensation practices and offer a range of benefits, including:

• Meaningful time off and paid holidays
• Parental leave
• 401(k) with a match
• A range of choices for highly subsidized health, dental, and 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

Compensation

The base salary pay range for this position is $110,000 to $203,000, depending on experience and qualifications. In addition, individuals may be eligible for an annual discretionary bonus. Actual compensation will depend upon an individual's skills, experience, qualifications, location, and other relevant factors.

EEO and Accommodations

arenaflex is an equal opportunity employer and is committed to inclusion, diversity, and equity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veterans' status, or any other characteristic protected by federal, state, or local laws. arenaflex will also consider qualified applications with criminal histories, consistent with legal requirements. arenaflex welcomes and encourages applications from individuals with disabilities. Reasonable accommodations are available for candidates during all aspects of the selection process. Please advise the talent acquisition team if you require accommodations during the interview process.

How to Apply

We're excited to hear from you! Please submit your application by December 1, 2024. Apply for this job