Principal IT Solution Delivery – Service Now CSM Delivery Architect

🕒 September 22

🤠 Texas – Remote

🤠 Texas – Remote

💵 $96k - $175k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Itron, Inc.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1977

💼 Consulting

📦 Logistics

⚡ Energy

Consulting • Logistics • Energy

Itron, Inc. is a leading global technology company that specializes in innovative solutions for utilities and cities, providing critical infrastructure for energy and water management. With a presence in over 100 countries and more than 8,000 customers, Itron helps organizations modernize their operations through advanced metering infrastructure, data management, and analytics, focusing on sustainability, resource management, and grid reliability. Their offerings include solutions for electric, gas, and water utilities, aimed at enhancing operational efficiency and consumer engagement while promoting conservation and environmental responsibility.

📋 Description

• Architect, configure, and optimize ServiceNow Customer Service Management capabilities. • 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. • Ensure compliance with ServiceNow best practices, architectural standards, and governance. • Deliver enhancements, new features, change requests, and customer-impacting improvements. • Support data cleansing, enrichment, conversion, and migration from legacy systems. • Prepare and maintain system configuration documentation. • Contribute to additional ServiceNow initiatives beyond CSM. • Stay current on ServiceNow CSM capabilities, industry innovations, and utilities/energy sector trends.

🎯 Requirements

• 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+. • Experience with Entitlements/SLA, Case/Tasking, Playbooks/Flow Designer, Portal/Service Catalog, KCS Knowledge, Outage, Virtual Agent/Now Assist, and 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

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