Informacje o stanowisku

The Cloud People, a Full ServiceNow Lifecycle Partner, is growing rapidly in Europe and the US. For our team in Poland, we are looking for a ServiceNow CSM Solution Architect. As an experienced CSM Solution Architect, you will be guiding customers on their ServiceNow CSM journey and be the bridge that enables technology to solve business needs. This is a hands-on role capable of leading CSM implementations to ensure customer engagements are successfully delivered.

We are looking for people that have:

1. Demonstrated experience in guiding and supporting CSM engagements during presales, design and implementation stages.
2. Experience in leading at least three full lifecycle CSM implementations across the Service CSM product portfolio and customer workflow implementations.
3. Combines thought leadership with deep subject matter expertise related to ServiceNow CSM concepts such as CSM data model, service organizations, case types, customer portals, virtual agent, install base management, playbooks, proactive customer service operations, CSM AI capabilities, and adjacent platform capabilities like CSDM, asset and configuration management, field service management, ITSM, and ITOM.
4. Good knowledge, understanding, and relevant expertise in ServiceNow industry products, such as TPSM, RSM, MCO, etc.
5. Associated industry data models.
6. Order management.
7. Customer Project Management (SPM).
8. Experience in leading client workshops, translating business requirements into user stories.
9. Experience with designing, configuring, and deploying ServiceNow CSM solutions that meet business requirements and adhere to industry best practices and standards.
10. Solid understanding of Organizational Change Management (OCM) and experience in developing communication, test, and training plans.
11. Ability to master both the technical and business sides and work with people acting on multiple levels.

Typical traits of our ServiceNow CSM specialized solution consultants (one or many of the following):

1. 5+ years of ServiceNow related experience.
2. Excellent CSM business domain understanding, with the ability to translate theoretical concepts and client requirements into practical solutions that deliver value.
3. Strong understanding of ServiceNow architecture, development, and best practices.
4. Holds CIS-CSM or CSM professional suite accreditations and preferably accreditations of interconnected platform domains like field service management, ITSM, or ITOM.
5. Excellent interpersonal skills, customer-centric attitude, and experience working with a diverse team.
6. Experience with Agile/Scrum.
7. Fluent in English.

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