Role Overview We are seeking an experienced ServiceNow CSM Certified Architect with strong hands-on development capability to lead the technical delivery of a multi-workstream ServiceNow transformation programme. The Architect will own solution design and technical governance across: CSM data model extension andamp; product segmentation Service Portal (web/mobile) implementation Content Management andamp; Publishing configuration Multi-channel communications integration (Email, Push, WhatsApp) This role requires a balance of architecture leadership, hands-on configuration, and technical oversight of developers. Key Responsibilities 1 Solution Architecture andamp; Design Own end-to-end technical architecture across all work packages Design scalable CSM data model extensions Define product-based segmentation logic and role strategy Architect integration patterns for MDM feeds and external APIs Ensure maintainable, upgrade-safe ServiceNow configuration 2 ServiceNow CSM Configuration Extend core CSM tables (Service Offerings, Sold Products, Install Base) Design and build Flow Designer scheduled and record-triggered flows Implement automated user role reconciliation logic Configure advanced User Criteria segmentation (multi-dimensional targeting) 3 Service Portal Architecture Architect and oversee development of a multi-page Service Portal Translate Figma wireframes into scalable portal components Ensure responsive design (desktop/tablet) Implement personalised content ..... full job details .....