ServiceNow CSM Architect

Arrangements: Hybrid; preferable full-time (4 months, full-time stated); extension possible following a positive evaluation.

AFSCA-FAVV uses ServiceNow as its Enterprise Service Management platform, with Customer Service Management already operational. The organization wants to further improve this CSM solution and evolve it toward CSM 2.0. Key areas include the architecture of case types, the case model, and the portal. Together with the business analyst, the architect defines the technical direction for these improvements.

As ServiceNow CSM Architect, you are the technical point of contact in a compact team with a CSM Developer and a business analyst. You analyze requirements technically, assess impact and feasibility, and translate improvements into technical and configuration principles. You safeguard alignment with the existing solution and ServiceNow best practices. Standards, security, performance, quality, and upgradeability are also core responsibilities.

The position combines architecture with hands‑on development. You personally develop complex components, contribute to the Customer/Consumer Portal, and support the CSM Developer on difficult technical issues. You also help shape the approach to RBAC and integrations where relevant. The hybrid assignment runs for four months and may be extended following a positive evaluation.

Responsibilities

• Analyze technical requirements
• Develop complex components
• Safeguard platform quality security
• Assess technical impact feasibility
• Translate requirements into principles

Must Have

• Bachelor/master ICT or equivalent
• Minimum 10 years ServiceNow
• Deep ServiceNow platform architecture
• Technical lead/architect experience
• Technical requirements analysis experience
• Design CSM solutions
• Deep ServiceNow architecture knowledge

Nice to Have

• CSA certification
• CIS‑CSM certification
• ServiceNow ITSM experience
• ServiceNow HRSD experience
• Existing CSM solution optimization

Additional Responsibilities

• Define portal technical approach
• Develop Customer/Consumer Portal
• Support CSM Developer
• Define technical guidelines
• Safeguard solution quality performance
• Design RBAC integrations
• Bachelor or master degree in ICT, or equivalent through experience.
• At least 10 years of ServiceNow experience, including deep hands‑on CSM experience and platform architecture.
• Demonstrable experience in a technical lead or architecture role on ServiceNow implementations.
• Experience technically analyzing requirements and designing CSM solutions.
• Strong experience designing future‑proof solutions, case-type architecture, and portal architecture.
• Experience with technical requirements analysis in cooperation with business analysts.
• Experience defining standards, performing code reviews, and safeguarding technical quality.
• Excellent communication and stakeholder skills.
• Ability to act as a Subject Matter Expert and challenge proposals.
• Collaborative, solution‑oriented, and able to manage multiple parallel workstreams.
• Good command of Dutch or French: one as the working language and the other at least very good.
• Good knowledge of English.

Technical skills

• Deep understanding of ServiceNow architecture, the data model, and the CSM module.
• Knowledge of security architecture and RBAC within ServiceNow.
• Experience with integration architecture using REST, SOAP, IntegrationHub, and Inbound Actions.

Tools

• ServiceNow CSM and platform architecture.
• Flow Designer.
• UI Builder.
• Customer/Consumer Service Portal.
• Employee Center.
• REST and SOAP.
• IntegrationHub.
• Inbound Actions.

Nice to have

• CSA certification.
• CIS‑CSM certification.
• Experience within the federal government.
• Experience with ServiceNow ITSM.
• Experience with ServiceNow HRSD.
• Experience further developing and optimizing existing CSM solutions.