Principal IT Solution Delivery - Service Now CSM Delivery Architect

About the role

Itron is seeking an innovative and collaborative ServiceNow Customer Service Management (CSM) Expert to lead the architecture, optimization, and ongoing evolution of our enterprise‑wide CSM capabilities. This role serves as the accountable domain owner for ServiceNow CSM, driving a modernized customer engagement ecosystem that supports Itron’s mission and utilities customers worldwide. The ideal candidate brings deep hands‑on ServiceNow CSM expertise, strong business‑process acumen, and the ability to work authentically and agilely across cross‑functional teams—including Customer Success, DevOps, Integration, Security/Compliance, and system implementation partners.

Responsibilities

• Architect, configure, and optimize ServiceNow Customer Service Management (CSM) capabilities to support a unified, modern customer engagement ecosystem.
• Lead solution design, Tier 3 support, and platform ownership with an agile, accountable, and customer‑centric approach.
• Drive integrations with core enterprise systems including Salesforce CRM, Oracle ERP, Azure DevOps, Remedy ITSM/CMDB, Amazon Connect, and additional tools.
• Partner collaboratively across internal teams—system integrators, DevOps, Integration, Business Intelligence, Security/Compliance, and Customer Success—to deliver innovative and scalable solutions.
• Design and implement automated workflows, business process improvements, and data‑driven solutions aligned with Itron’s CSM target architecture.
• Ensure compliance with ServiceNow best practices, architectural standards, and governance.
• Deliver enhancements, new features, change requests, and customer‑impacting improvements across the ServiceNow platform.
• Support data cleansing, enrichment, conversion, and migration activities during transformation from legacy systems.
• Prepare and maintain system configuration documentation; work closely with IT support, development, and integration teams.
• Contribute to additional ServiceNow initiatives beyond CSM as needed.
• Stay current on emerging ServiceNow CSM capabilities, industry innovations, and utilities/energy sector trends.

Required Skills & Experience

• Bachelor’s degree (or equivalent experience) in Computer Science, Management Information Systems, or a related field.
• 5–10 years of ServiceNow experience, including 3–5+ years dedicated to CSM (Pro/Pro+).
• Proficiency with ServiceNow CSM features: Entitlements/SLA, Case/Tasking, Playbooks/Flow Designer, Portal/Service Catalog, KCS Knowledge, Outage, Virtual Agent/Now Assist, Performance Analytics.
• Proven leadership, ownership mindset, and strong stakeholder‑management skills.
• Demonstrated experience delivering multiple successful system implementations or conversions in fast‑moving, collaborative environments.
• Deep understanding of customer support, case management, knowledge management, and enterprise workflow best practices.
• Strong analytical capabilities and commitment to reliable, accountable solution delivery.
• Proficiency with Microsoft 365 tools.

Preferred Skills & Experience

• Experience with or exposure to Oracle E‑Business Suite, Remedy, and Salesforce Service Cloud.
• Familiarity with JavaScript.
• ServiceNow certifications and end‑user experience are a plus.

Benefits

• Financial, social, health, and wellbeing programs.
• Paid vacation.
• 401(k) matching.
• Employee stock purchase program.
• Hybrid work schedule.
• Inclusive and diverse workforce initiatives.

Pay

Base salary $96,000–$175,000 annually, determined based on permissible, non‑discriminatory factors such as skills and experience. This position is eligible for an annual bonus program.

Schedule

Hybrid work schedule offering flexibility between remote and on‑site work.