ServiceNow Solution Architect

Innova Solutions; Portugal; Remote; EUR 65,000 - 83,000; Full time

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.

Skills

ServiceNow

CSM

Architecture

Scripting

Integrations

AI & automation

REST APIs

Agile/Scrum

Communication

English fluency

Tools

Integration Hub

UI Builder

Flow Designer

Job description

Our client, a major international software and technology company, is evolving its customer relationship platform on ServiceNow CSM (Customer Service Management). The scope covers case management, customer portal, Email-to-Case, Live Chat, knowledge base, workflows and integrations with surrounding systems.

The work is delivered by several development teams working in Agile (Scrum) mode, with regular releases and a backlog fed continuously by the customer service business teams. We are looking for a truly hands-on ServiceNow Architect to strengthen the core team and raise the technical bar of the platform.

Your role

• Design and build robust, scalable ServiceNow solutions, and get your hands dirty: configuring, scripting, prototyping and reviewing, not only guiding from the sidelines
• Turn business needs and ideas into concrete implementations that make the most of the platform’s out-of-the-box capabilities, keeping customizations to a minimum
• Define and maintain the technical architecture across CSM and related platform components
• Take part in design workshops and work closely with Business Analysts, Product Owners and developers
• Set and promote best practices in architecture, design and development, and act as the technical reference for the teams
• Design and implement integrations with third-party tools (scripted REST APIs, Integration Hub)
• Bring ideas on how to use AI and automation to improve both the platform and the way the team delivers

Your profile

Must-have

• 10+ years of hands-on ServiceNow experience as a developer, then architect
• Excellent knowledge of the ServiceNow platform and its core features (shared capabilities, CMDB, security, performance and so on)
• 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 experience with integrations (scripted APIs, Integration Hub)
• Good knowledge of CSDM
• Good awareness of the ServiceNow product roadmap
• Already working with AI in your daily practice (for example Now Assist, GenAI-assisted development, AI-driven automation)
• Strong problem-solving skills and the ability to prototype quickly
• Excellent communicator: able to explain complex topics to non-technical audiences, with active listening and a collaborative attitude
• Team player who is proactive and ready to jump in when things get complicated
• Fluent English (written and spoken)

Nice-to-have

• Experience in Agile/Scrum environments with mixed teams (in-house, contractors, distributed)
• Knowledge of Order Management or SPM

Salary: up to €400/day

Full remote work

Regular assignment follow-ups and close contact with your Innova Business Manager

Looking forward to working together at Innova Solutions