Solution Architect – CSM / Platform

To take on this elite-level challenge, here is what you need to bring:

Essential (Key Requirements)

• Solid Experience: More than 5 years of track record in General Consulting, Service Management, or Software Development, along with more than 5 years of practical experience in configuration within the ServiceNow platform.

• CSM Specialization: Demonstrable experience and implementation of customer service solutions or CRM (minimum 3 years) in B2B or B2C operating environments.

• Advanced Technical Mastery: Real experience with ServiceNow CSM (case management, customer portals, communities, and omnichannel integrations), Agent Workspace configuration and Playbooks, CTI integrations, Service Portal design for the customer, and SLA/OLA management.

• Development Foundation: Solid knowledge in JavaScript, HTML, CSS, and modern frameworks.

• Education: University degree or equivalent (preferably in Computer Engineering or Telecommunications).

• Mandatory Certifications: ServiceNow Certified System Administrator (CSA) and ServiceNow Certified Implementation Specialist for CSM (CIS-CSM).

• Languages: Advanced English level (C1) and full fluency in Spanish to interact on equal footing in global environments.

We especially value if you also have (Desirable)

• You hold a postgraduate degree in software-related fields.

• You hold the ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) certifications.

• You bring the CIS-ITSM certification and at least 2 other additional ServiceNow CIS certifications.

• You have proven experience working in Agile development environments, software lifecycle methodologies (SDLC), and ITIL fundamentals.

• You are passionate about continuous learning, sharing ideas, and actively evolving with the team.

We want your curiosity to be your driving force and for you to enjoy the journey. That's why we offer you:

• Competitive Compensation: Fixed salary commensurate with your experience and value in the elite market.

• Real Flexibility: 100% Remote work model (from Spain) with a regular and structured schedule from 09:00 to 18:00 to protect your work-life balance.

• Initium Culture: A dynamic environment based on autonomy and collaboration, where your point of view is respected, your initiative is rewarded, and the impact of your solutions is directly recognized.

• Unlimited Development: Active mentorship, technical challenges that will inspire you, and continuous support for advanced certifications to boost your growth.

"At Initium, we don't just develop technology: we create an environment where people can grow, add value, and leave their mark."

If you're looking for a place where your knowledge has a real impact, send us your CV or your LinkedIn profile. Let's talk about the future you can build with us!

Apply now and let's talk.

Are you the Solution Architect who will transform the Customer Experience on a Global Scale?

At Initium Software we are not a traditional consultancy; we are strategic partners who firmly believe in the real impact of technology. We are not looking for someone who simply configures systems; we are looking for a strategic mind and a technical leader capable of connecting the best talent with the most challenging and innovative Customer Service Management (CSM) projects in the market. If you are passionate about the technological cutting edge, guiding elite clients, and leaving a real mark on every architecture, this is your place.

Instead of a monotonous list of tasks, your purpose and impact will focus on:

• Leading and guiding the comprehensive design of platforms and integrations, defining development standards and the optimal technology strategy for our clients and internal teams.

• Designing, documenting, and communicating the technical and integration approach for all components of the ServiceNow architecture.

• Acting as a technical mentor and the final point of escalation for the developer and architect team, ensuring the highest quality standards.

• Educating clients and negotiating high-value technical solutions, turning complex business needs into viable and efficient solution alternatives.

• Driving team growth, actively participating in identifying emerging skills, recruitment processes to find the best technical talent, and designing training plans alongside HR.

• Monthly compliance with the efficiency and technical quality objectives of assigned projects.

• Alignment and effective execution of the client's strategic technology architecture plan.