Remote ServiceNow CSM Architect - Hands-on, AI-Driven

Innova Solutions

Portugal

Remote

EUR 65,000 - 83,000

Full time

5 days ago

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Job summary

Innova Solutions is seeking a truly hands-on ServiceNow Architect to strengthen the core team and raise the technical bar of our customer relationship platform. You will design, configure, script, prototype and review, not just guide from the sidelines, turning business needs into concrete, scalable solutions.

You will define the technical architecture across CSM and related components, collaborate with BAs, POs and developers, and promote best practices.

Qualifications

10+ years of hands-on ServiceNow experience as a developer, then architect.
Excellent knowledge of the ServiceNow platform and its core features (CMDB, security, performance).
Strong experience with CSM: case management, customer portal, Email-to-Case, Live Chat/Virtual Agent, knowledge management.
Portal management and customization.
Strong command of Flow Designer, Workspaces and UI Builder.
Proven integrations experience (scripted APIs, Integration Hub).
Good knowledge of CSDM and the ServiceNow product roadmap.
Experience with AI in daily practice (Now Assist, GenAI-assisted development).
Excellent communicator with a collaborative attitude.
Fluent English (written and spoken).

Responsibilities

Design and build robust, scalable ServiceNow solutions with hands-on configuration and scripting.
Turn business needs into concrete implementations with minimal customizations.
Define and maintain the technical architecture across CSM and related components.
Participate in design workshops with BAs, PO, and developers.
Set best practices in architecture, design and development as a technical reference.
Design and implement integrations with third-party tools (REST APIs, Integration Hub).
Explore AI and automation to improve the platform and delivery processes.