{"id":2115437,"url":"https://alion.io/job/spyrosoft-servicenow-csm-architect-2","title":"ServiceNow - CSM Architect","company":{"id":933,"name":"Spyrosoft","domain":"spyro-soft.com","url":"https://alion.io/company/spyrosoft","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"A","score":92,"open_postings":84,"ghost_share":0,"stale_share":0.524,"repost_share":0,"time_to_fill_p50_days":17,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"staff","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Wrocław, Poland"],"countries":["PL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":99000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":545},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-01-12T12:20:51Z","employer_posted_date":"2026-01-12","last_verified_at":"2026-10-29T10:14:26Z","board_verified":true,"closed_at":null,"days_open":290,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":289},"description":"What we look for\nWe are in search of Sr. Consultants - Architects of the ServiceNow platform who are passionate about creating innovative and bespoke solutions for our clients.\nWe value individuals who wish to expand their product knowledge, collaborate with global stakeholders across different workflows of the platform, and join as solution architect, platform owner, or project management roles.\nIf you are keen on initiating discussions and overseeing projects right up to post-go-live activities - we are looking for you.\nThe opportunity\nServiceNow is a global platform widely used to manage enterprise service processes and digital workflows.\nAs a CSM Architect, you will be responsible for designing and implementing advanced Customer Service Management (CSM) solutions. You will ensure alignment with best practices, business goals, and compliance requirements while collaborating with service delivery, customer success, and IT operations teams.\nYour key responsibilities\nLead the technical design and architecture for Customer Service Management (CSM) solutions within ServiceNow.\n\nDesign and optimize end-to-end customer service processes, including case management, entitlements, SLAs, and customer communication flows\n\nIntegrate CSM with other ServiceNow modules (ITSM, FSM, Portal, CMDB) and external CRM or contact center systems.\n\nEnsure data governance, service consistency, and high-quality customer experience across the platform.\n\nCollaborate with stakeholders to gather business and functional requirements and translate them into scalable ServiceNow CSM solutions.\n\nDefine CSM workflows and automation to support case resolution, agent productivity, and customer engagement.\n\nOversee CSM reporting, dashboards, and analytics to measure service performance, SLAs, and customer satisfaction.\n\nSkills and attributes for success\nTo excel in this role, you must possess a comprehensive understanding of the platform and exhibit confidence in implementation, customization, or maintenance projects. This may be demonstrated through:\nDeep knowledge of the ServiceNow Customer Service Management (CSM) module.\n\nHands-on experience with case management, entitlements, SLAs, and customer communication channels.\n\nFamiliarity with integration to CRM systems, contact centers, or self-service portals.\n\nExperience in aligning CSM with ITSM or other ServiceNow workflows for seamless service delivery.\n\nExcellent stakeholder management, communication, and presentation skills.\n\nTo qualify for the role, you must have:\nAt least 5+ years of ServiceNow implementation experience.\n\nProven track record in CSM solution design and delivery.\n\nServiceNow CAD or CIS certification (CSM specialization preferred).\n\nStrong knowledge of ITIL and customer service management practices.\n\nIdeally, you’ll also have:\nEnglish (C1) or other European languages would be an advantage but not mandatory.\n\nA Bachelor’s or Master’s degree in a technical or business-related field.","description_format":"text","description_chars":2967,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":true}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Embedded Software & RTOS","IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","AI Consulting & Integration"],"lifecycle":[{"event":"open","at":"2026-10-08T23:15:03Z"}],"visa":[],"liveness":{"score":7,"band":"cold","label":"Long shot","p_open":1,"p_active":0.242,"p_room":0.28,"age_days":289,"expected_fill_days":17,"reasons":["conf:0","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/spyrosoft-servicenow-csm-architect-2","json_url":"https://alion.io/job/spyrosoft-servicenow-csm-architect-2.json","meta":{"generated_at":"2026-10-29T13:50:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20825,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":933},"rest":"https://alion.io/mcp/rest/get_company?id=933"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fspyrosoft-servicenow-csm-architect-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fspyrosoft-servicenow-csm-architect-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fspyrosoft-servicenow-csm-architect-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/spyrosoft-servicenow-csm-architect-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fspyrosoft-servicenow-csm-architect-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2115437}},{"tool":"search_jobs","arguments":{"company":"spyro-soft.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2115437},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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