Principal IT Solution Delivery - Service Now CSM Delivery Architect

We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. Must not include Job ID etc. Must preserve all substantive info. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. Also remove statements like "If you are excited about this role but your past experiences don't perfectly align..." maybe that's EEO? It's encouraging to apply, maybe considered boilerplate? It's not strictly EEO but could be considered encouraging to apply; but it's not required content? Might be considered fluff. The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The encouraging to apply is not exactly those categories but could be considered application instruction? It's encouraging to apply, maybe considered application instruction. Safer to remove that paragraph. Also remove "Itron is committed to building an inclusive and diverse workforce..." that's EEO boilerplate. Remove. Remove "If you require an accommodation to apply..." that's application instruction. Remove final paragraphs about Itron transforming etc maybe considered boilerplate? It's more about company description but could be considered part of About the role? The initial paragraph: "Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us." That's about company, could be part of About the role? Might be considered generic but it's substantive about company. We can include in About the role section. We need sections: About the role (maybe combine company description and role purpose). Responsibilities (list duties). Requirements (maybe education and experience). Qualifications (maybe required skills). Skills (maybe preferred). Benefits (benefits info). Pay (salary range). Schedule (hybrid work schedule). Ensure we don't create sections with placeholder or vague like "not specified". We have actual content for each. We must not repeat job title as heading. So headings:

About the role

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Responsibilities

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Requirements

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Qualifications

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Skills

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Benefits

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Pay

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Schedule

. Ensure we only include if content exists. Now extract content. About the role: The role description: "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. This individual will champion customer‑centric solutions, ensure platform alignment to Itron’s strategic vision, and deliver scalable, high‑quality outcomes that strengthen our global support experience." Also initial company description: "Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us." Could be part of About the role. We'll combine. Responsibilities: list bullet points from "Duties And Responsibilities". Need to extract each sentence as list item. Let's list: - 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. Requirements: Likely education and 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+ (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 and 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." We could put these in Requirements section as list. Qualifications: maybe same as Required Skills & Experience? But we already used that. The posting has "Required Skills & Experience" then "Preferred Skills & Experience". So we can treat Required as Requirements, Preferred as Skills. Or we could split: Requirements (education/experience), Qualifications (maybe required skills), Skills (preferred). But we have limited sections; we can map: - Requirements: education + years experience + leadership etc. - Qualifications: maybe deep understanding etc? But we already included. Might be redundant. Better: Use Requirements for education/experience, Qualifications for required skills (like deep understanding, analytical capabilities, proficiency), Skills for preferred skills/experience. Let's extract: Required Skills & Experience bullet points (the paragraph after "Required Skills & Experience") includes: Bachelor’s degree..., 5-10 years..., Proven leadership..., Demonstrated experience..., Deep understanding..., Strong analytical..., Proficiency with Microsoft 365 tools. We'll put those in Qualifications. 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." We'll put those in Skills. Benefits: "This position also includes a competitive benefit package including; financial, social, health and wellbeing programs, paid vacation, 401k matching, employee stock purchase program, hybrid work schedule, and more!" Pay: "The base salary is $96,000-175,000 annually. This position is eligible for our annual bonus program." Schedule: hybrid work schedule mentioned in benefits; but we could also have Schedule section: "hybrid work schedule". Since it's mentioned, we can create Schedule section with that detail. We must not duplicate content; hybrid work schedule appears in benefits; we could still mention in Schedule but that duplicates. Better to keep hybrid work schedule under Benefits and not create Schedule section unless there is distinct schedule info. The instruction: only create Schedule section if posting actually states them. It does state hybrid work schedule, but it's already in benefits. Could still create Schedule section with that detail, but that would duplicate. Might be considered duplication but not prohibited? It says remove duplicated lines. So we should avoid duplicating the same sentence. We could keep hybrid work schedule only in Benefits and not create Schedule section. Or we could create Schedule section with the hybrid work schedule and remove it from Benefits to avoid duplication. Which is better? Benefits section already includes many items; we could keep hybrid work schedule there and not have Schedule section. Since the instruction says prefer a few substantive sections over many thin ones, we can omit Schedule. Thus sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay. Now ensure we don't include boilerplate like "The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills and experience and may vary by location." That's part of Pay? It's generic but still substantive? It's about salary determination; we could include but it's somewhat generic. However it's not placeholder like "not specified". It's actual statement. We could include it in Pay section. Also "The successful candidate's starting wage will be determined based on permissible, non-discriminatory factors such as skills and experience." Duplicate; we can keep one. We'll include Pay section with: base salary range, eligibility for annual bonus, starting salary determined based on skills/experience and may vary by location. Now craft HTML. We'll use

headings, then

for prose,

• for lists. We need to preserve all substantive information; not invent or summarize away detail. So we must keep details like specific systems: Salesforce CRM, Oracle ERP, Azure DevOps, Remedy ITSM/CMDB, Amazon Connect, etc. Also list of CSM Pro/Pro+ components. Let's draft. About the role: combine company description and role purpose. Paragraph: "Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us. 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. This individual will champion customer‑centric solutions, ensure platform alignment to Itron’s strategic vision, and deliver scalable, high‑quality outcomes that strengthen our global support experience." That's fine. Responsibilities: list as above. Requirements: education and experience list. We'll make list items: - 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+ (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 and 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. Qualifications: maybe we treat as required skills? But we already included many. To avoid duplication, we could shift some to Qualifications: maybe "Deep understanding..." etc. But we already have them in Requirements. Could instead put Requirements as education/experience only, and Qualifications as the skill-based requirements. Let's do that to avoid duplication. Thus: Requirements (education/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+ (Entitlements/SLA,