ServiceNow Solution Architect
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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
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