ServiceNow Solution Architect

ServiceNow Solution Architect

Location: Portugal (Full remote)

Contract: Freelance

Start date: ASAP

Daily rate: up to €400/day

Experience: 10+ years

About the opportunity

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

Why join us?

📜 Contract: Freelance

💰 Salary: up to €400/day

📍 Location: Portugal

🏠 Full remote work

🗣️ Working language: English (mandatory)

⏳ Assignment length: Long-term

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

Next steps:

1. Send us your CV, and we will review it against the requested role.
2. If your profile doesn’t match the position: let’s stay in touch 😉. We are convinced that a future role will match your expertise.
3. If your profile matches the position: first contact, where our recruiter Inès will call you for a mutual introduction and to give you all the details of the project. After that, our Business Developer Marylène will give you more details about the upcoming technical interview.
4. Technical interview: meeting with the Operations Manager in charge of the project. This will be a chance to get to know your future technical lead!
5. If all goes well, welcome to the team! We move on to onboarding.

Looking forward to working together at Innova Solutions 🫸🫷