ServiceNow Architect

Job Title: ServiceNow CSM Architect

Contract Duration: 23/09/2026 - 31/12/2026 (Possible Extension)

Work Location: 1000 Brussels, Belgium

Languages Required: Dutch OR French & English

Remote Status: Hybrid

Work Regime: Full Time

Job Description - Roles and Responsibilities

Role description

• As a ServiceNow CSM Architect, you are the technical point of contact for the further expansion and improvement of the CSM module. Together with the CSM Developer and the business analyst, you will be part of a team of three people that is 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 that is used for the CSM module. You translate the requested improvements into a coherent, future-proof technical approach, with special attention to the architecture of the case types and the portal.
• In addition to the architecture and analysis work, you also take on development yourself: you contribute to the portal and take on the more complex developments. In this way, you help monitor the quality, coherence and upgradeability of the platform.

General responsibilities

• Analyzing the requirements from a technical angle together with the business analyst.
• Determining the technical architecture for the CSM module.
• Designing the necessary adjustments to the architecture of the case types and the portal.
• Include development yourself, including the work on the portal and the more complex developments.
• Establishing the technical principles, configuration principles and standards.
• Monitoring the coherence, quality, safety, performance and upgradeability of the platform.

Specific responsibilities

Technical analysis of the requirements

• Analyzing the requirements from a technical angle together with the business analyst.
• Assessing the technical impact and feasibility of the requested improvements.
• Translating the requirements into technical principles and configuration principles.

Technical architecture of the CSM module

• Determining the technical architecture for the CSM module.
• Designing the necessary adjustments to the architecture of the case types and the case model.
• Developing the technical approach for the portal (Customer/Consumer Service Portal, Employee Center).
• Monitor consistency with the existing CSM solution and ServiceNow best practices.

Development of the portal & complex components

• Developing the more complex parts that cannot be delegated (hands-on).
• Helping to develop the portal (Customer/Consumer Portal).
• Providing the CSM Developer with technical support for complex issues.

Standards & quality assurance

• Defining the configuration principles, standards and technical guidelines.
• Monitoring the quality, safety, performance and upgradeability of the solutions.
• Helping to shape the technical approach to 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 deep hands-on experience in the CSM module and platform architecture.
• Demonstrated experience in a technical lead or architecture role on ServiceNow deployments.
• Experience in technical requirements analysis and design of CSM solutions.

Functional & technical competencies

• Deep understanding of the ServiceNow architecture, data model, and CSM module.
• Strong experience in designing future-proof solutions, casetype 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 setting standards, code reviews and monitoring technical quality.

Soft skills

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

Advantages

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