We are seeking a highly specialized **ServiceNow CSM Architect** to lead the design, implementation, and scalability of solutions on the ServiceNow platform, focused on Customer Service Management. This role is critical for driving strategic initiatives, cloud migrations, and enterprise process optimization within top-tier organizations. **Responsibilities** * Design comprehensive architectures on the ServiceNow CSM platform (Case Management, Knowledge Management, Customer Service Portal). * Lead the implementation of scalable solutions aligned with industry best practices. * Collaborate with stakeholders to translate business requirements into technical solutions. * Configure and customize ServiceNow modules, workflows, and functionalities. * Lead the preparation of technical documentation, architecture diagrams, and workflow specifications. * Coordinate integrations with enterprise systems via REST, SOAP, MID Server, and other technologies. * Assess on-premise architectures and lead migrations to cloud and ServiceNow. * Provide technical support to the team, deliver mentoring, and participate in design reviews. * Work within **ITIL / Agile / DevOps** environments, ensuring quality and scalability. * Optimize instance performance and ensure a consistent user experience. **Requirements** * **5+ years of experience** with ServiceNow, specializing in the **CSM** module. * Demonstrable experience in architectural design of ServiceNow solutions. * Proven background in migrating applications from on-premise to cloud or to ServiceNow. * Advanced knowledge of ServiceNow Platform, App Engine, Service Portal, Flow Designer, and Integration Hub. * Experience developing integrations using REST/SOAP and managing MID Server. * Strong technical documentation, solution design, and client expectation management skills. * Experience in **ITIL / Agile / DevOps** environments. * Ability to lead technical teams and provide mentoring. **Technologies** ServiceNow CSM, App Engine, Service Portal, Flow Designer, Workflow, REST API, SOAP, JSON, JDBC, Integration Hub, UI Builder, MID Server. **Benefits:** * 100% payroll salary * 12 vacation days * 15 days of year-end bonus (aguinaldo) * 25% vacation premium * Profit-sharing payment (PTU) * 4% savings fund * Grocery vouchers * Life insurance * Major medical expense insurance (extendable to immediate family members) Employment type: Full-time Salary: $65,000.00 – $70,000.00 per month Benefits: * Major medical expense insurance * Life insurance * Grocery vouchers Work location: Remote/hybrid, 03940, Crédito Constructor, Mexico City