Solution Architect ServiceNow Retail Service Management | Solution Architect (m/w/d) ServiceNow RSM – Retail Service Management

Job Summary

This role involves acting as the end-to-end Solution Architect for ServiceNow, focusing specifically on Retail Service Management (RSM) processes within a major retail environment. The architect will be responsible for defining the solution roadmap and deriving scalable, near-standard architectural designs from operational goals, particularly for store operations. Day-to-day tasks include leveraging expertise in Customer Service Management (CSM) to guide the nascent RSM module, designing data and process models for Case Management, SLAs, Knowledge, and Service Catalog in alignment with CSDM best practices. A key component is defining and prioritizing integration architectures with peripheral systems like CRM, ERP, POS, and E-Commerce, ensuring implementation via IntegrationHub/REST. The ideal candidate brings multi-year experience as a Solution Architect in the ServiceNow ecosystem, deep knowledge of CSM, and a strong understanding of retail/omnichannel processes, coupled with expertise in agile methodologies and stakeholder management.