Assignment Description

Context

FAVV uses ServiceNow as its Enterprise Service Management (ESM) platform. The Customer Service Management (CSM) module has already been implemented and is operational.

FAVV wishes to further improve and evolve this CSM solution, including adjustments to the architecture of the case types. For this, we are looking for a ServiceNow CSM Architect who, together with the business analyst, analyzes the requirements from a technical perspective and determines the technical architecture for the CSM module.

Role Description

As ServiceNow CSM Architect, you are the technical point of contact for the further development and improvement of the CSM module. Together with the CSM Developer and the business analyst, you are part of a team of three people responsible for the delivery of CSM 2.0.

You analyze the requirements together with the business analyst from a technical angle and determine the technical architecture to be used for the CSM module. You translate the requested improvements into a coherent, future-proof technical approach, with particular attention to the architecture of the case types and the portal.

In addition to architecture and analysis work, you will also take on development yourself: you will work on the portal and handle the more complex developments. This way, you help safeguard the quality, coherence, and upgradeability of the platform.

General Responsibilities

• Analyze the requirements together with the business analyst from a technical perspective.
• Determine the technical architecture for the CSM module.
• Design the necessary adjustments to the architecture of the case types and the portal.
• Take on development yourself, including work on the portal and the more complex developments.
• Define the technical principles, configuration principles, and standards.
• Safeguard the coherence, quality, security, performance, and upgradeability of the platform.

Specific Responsibilities

1. Technical analysis of the requirements

• Analyze the requirements together with the business analyst from a technical perspective.
• Assess the technical impact and feasibility of the requested improvements.
• Translate the requirements into technical principles and configuration principles.

2. Technical architecture of the CSM module

• Determine the technical architecture for the CSM module.
• Design the necessary adjustments to the architecture of the case types and the case model.
• Elaborate the technical approach for the portal (Customer/Consumer Service Portal, Employee Center).
• Safeguard coherence with the existing CSM solution and ServiceNow best practices.

3. Development of the portal & complex components

• Personally develop the more complex components that cannot be delegated (hands-on).
• Co-develop the portal (Customer/Consumer Portal).
• Provide technical support to the CSM Developer on complex issues.

4. Standards & quality assurance

• Define configuration principles, standards, and technical guidelines.
• Safeguard the quality, security, performance, and upgradeability of the solutions.
• Help shape the technical approach for security (RBAC) and integrations where relevant.

Required Knowledge and Experience

Education & Experience

• Bachelor’s or master’s degree in ICT or equivalent through experience.
• At least 10 years of experience with ServiceNow, with in-depth hands-on experience in the CSM module and platform architecture.
• Demonstrable experience in a technical lead or architecture role on ServiceNow implementations.
• Experience with technical analysis of requirements and designing CSM solutions.

Functional & Technical Competencies

• In-depth knowledge of ServiceNow architecture, the data model, and the CSM module.
• Strong experience in designing future-proof solutions, case type architecture, and portal architecture.
• Strong hands-on development skills (JavaScript/GlideScript, Flow Designer, UI Builder), including for the portal and complex components.
• Knowledge of security architecture and RBAC within ServiceNow.
• Experience with integration architecture (REST, SOAP, IntegrationHub, Inbound Actions).
• Experience with technical requirements analysis in collaboration with business analysts.
• Experience in defining standards, code reviews, and safeguarding technical quality.

Soft Skills

• Excellent communication and stakeholder management skills.
• Able to act as a Subject Matter Expert and challenge proposals.
• Connecting, solution-oriented, and able to manage multiple tracks in parallel.

Languages

Good command of Dutch or French (one as working language, the other at least very good). Good knowledge of English.

Assets

• CSA and CIS-CSM certification
• Experience within the federal government is a strong plus.
• Experience with other ServiceNow modules (ITSM, HRSD).
• Experience with further development and optimization of existing CSM solutions.

Regime

This role is preferably filled full-time. Extension is possible upon positive evaluation.