Principal IT Solution Delivery - Service Now CSM Delivery Architect
Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.
Itron is seeking an innovative and collaborative ServiceNow Customer Service Management (CSM) Expert to lead the architecture, optimization, and ongoing evolution of our enterprise-wide CSM capabilities. This role serves as the accountable domain owner for ServiceNow CSM, driving a modernized customer engagement ecosystem that supports Itron’s mission and utilities customers worldwide. The ideal candidate brings deep hands-on ServiceNow CSM expertise, strong business process acumen, and the ability to work authentically and agilely across cross-functional teams-including Customer Success, DevOps, Integration, Security/Compliance, and system implementation partners. This individual will champion customer-centric solutions, ensure platform alignment to Itron’s strategic vision, and deliver scalable, high-quality outcomes that strengthen our global support experience.
Duties and Responsibilities
- Architect, configure, and optimize ServiceNow Customer Service Management (CSM) capabilities to support a unified, modern customer engagement ecosystem.
- Lead solution design, Tier 3 support, and platform ownership with an agile, accountable, and customer-centric approach.
- Drive integrations with core enterprise systems including Salesforce CRM, Oracle ERP, Azure DevOps, Remedy ITSM/CMDB, Amazon Connect, and additional tools.
- Partner collaboratively across internal teams-system integrators, DevOps, Integration, Business Intelligence, Security/Compliance, and Customer Success-to deliver innovative and scalable solutions.
- Design and implement automated workflows, business process improvements, and data-driven solutions aligned with Itron’s CSM target architecture.
- Ensure compliance with ServiceNow best practices, architectural standards, and governance.
- Deliver enhancements, new features, change requests, and customer-impacting improvements across the ServiceNow platform.
- Support data cleansing, enrichment, conversion, and migration activities during transformation from legacy systems.
- Prepare and maintain system configuration documentation; work closely with IT support, development, and integration teams.
- Contribute to additional ServiceNow initiatives beyond CSM as needed.
- Stay current on emerging ServiceNow CSM capabilities, industry innovations, and utilities/energy sector trends.
Required Skills & Experience
- Bachelor’s degree (or equivalent experience) in Computer Science, Management Information Systems, or a related field.
- 5-10 years of ServiceNow experience, including 3-5+ years dedicated to CSM Pro/Pro+ (Entitlements/SLA, Case/Tasking, Playbooks/Flow Designer, Portal/Service Catalog, KCS Knowledge, Outage, Virtual Agent/Now Assist, Performance Analytics).
- Proven leadership, ownership mindset, and strong stakeholder management skills.
- Demonstrated experience delivering multiple successful system implementations or conversions in fast-moving and collaborative environments.
- Deep understanding of customer support, case management, knowledge management, and enterprise workflow best practices.
- Strong analytical capabilities and commitment to reliable, accountable solution delivery.
- Proficiency with Microsoft 365 tools.
Preferred Skills & Experience
- Experience with or exposure to Oracle E-Business Suite, Remedy, and Salesforce Service Cloud.
- Familiarity with JavaScript.
- ServiceNow certifications and end-user experience are a plus.
Benefits Info:
This position also includes a competitive benefit package including; financial, social, health and wellbeing programs, paid vacation, 401k matching, employee stock purchase program, hybrid work schedule, and more!
The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills and experience and may vary by location. The base salary is $96,000-175,000 annually. This position is eligible for our annual bonus program.
Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences don't perfectly align with every requirement, we encourage you to apply anyway. In the end, you may be just who we are looking for!
The successful candidate's starting wage will be determined based on permissible, non-discriminatory factors such as skills and experience.
Itron is proud to be an Equal Opportunity Employer. If you require an accommodation to apply, please contact a recruiting representative at 1-800-635-5461 or email [email protected].
Itron is transforming how the world manages energy, water and city services. Our trusted intelligent infrastructure solutions help utilities and cities improve efficiency, build resilience and deliver safe, reliable and affordable service. With edge intelligence, we connect people, data insights and devices so communities can better manage the essential resources they rely on to live. Join us as we create a more resourceful world: www.itron.com