Principal IT Solution Delivery – Service Now CSM Delivery Architect

Itron, Inc.

. Architect, configure, and optimize ServiceNow Customer Service Management capabilities to support a unified customer engagement ecosystem.

Posted 9/22/2026full-timeAustin • Texas • United StatesLead💰 $96,000 - $175,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in architecting and optimizing ServiceNow Customer Service Management capabilities, with a strong focus on integrations, compliance, and data-driven solutions. Proven ability to lead system implementations and enhancements while ensuring alignment with industry best practices.

Highest-signal resume keywords

ServiceNow Customer Service ManagementSalesforce CRM IntegrationOracle ERP ExperienceLeadership and Stakeholder ManagementData-Driven Solution Delivery

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ServiceNow ConfigurationAutomated Workflow DesignBusiness Process ImprovementData Cleansing and MigrationJavaScript Proficiency

Soft Skills

Analytical CapabilitiesOwnership MindsetCollaboration Skills

Tools & Technologies

Microsoft 365Azure DevOpsRemedy ITSM/CMDBAmazon Connect

Certifications & Qualifications

ServiceNow Certifications

Industry Keywords

Customer Support Best PracticesCase ManagementKnowledge ManagementEnterprise Workflow

Tech Stack

Tools & technologies

AzureCloudERPITSMJavaScriptOracleOracle ERPServiceNow

About the role

Key responsibilities & impact

Architect, configure, and optimize ServiceNow Customer Service Management capabilities to support a unified customer engagement ecosystem.
Lead solution design, Tier 3 support, and platform ownership.
Drive integrations with Salesforce CRM, Oracle ERP, Azure DevOps, Remedy ITSM/CMDB, Amazon Connect, and additional tools.
Partner with system integrators, DevOps, Integration, Business Intelligence, Security/Compliance, and Customer Success teams.
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 and work 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

What you’ll need

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.
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

Comp & perks

financial programs
social programs
health and wellbeing programs
paid vacation
401k matching
employee stock purchase program
hybrid work schedule
annual bonus program