Principal IT Solution Delivery - Service Now CSM Delivery Architect

Duties And 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+ (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.

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.