CSM ServiceNow Technical Architect – Retail
Location: Germany (Remote)
Contract: 3-Month Rolling Contract
Start Date: ASAP
Our client, a leading retail organization, hiring a ServiceNow Technical Architect with strong Customer Service Management (CSM) and retail industry experience to join their team. The successful candidate will lead the technical delivery of ServiceNow CSM solutions, driving improved customer engagement and optimized service operations across all retail channels.
Responsibilities
* Drive end-to-end delivery of ServiceNow CSM implementations, from initial design through to successful deployment.
* Translate complex business requirements into scalable, customer-centric technical solutions.
* Design and implement integrations between ServiceNow and key retail systems including POS, CRM, ERP and eCommerce platforms.
* Provide technical direction and governance, ensuring adherence to platform standards and best practices.
* Manage code reviews, release processes and technical documentation to maintain quality and consistency.
Skillset
* Proven experience as a ServiceNow Technical Lead or Senior Developer.
* Hands-on expertise with Customer Service Management (CSM) modules.
* Proven background in the retail sector is essential.
* Hands-on experience with the Retail Service Management (RSM) module is a strong advantage.
* Strong technical proficiency in JavaScript, Glide, REST/SOAP APIs and IntegrationHub.
* ServiceNow CSA certification required; CSM certification is highly desirable.
* Excellent communication skills with the ability to engage and manage stakeholders effectively.
* Proficiency with the German language is a plus.
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