### **Are You the Solution Architect Who Will Transform the Global Digital Customer Experience?** At **Initium Software**, we are not a traditional consulting firm; we are strategic partners who firmly believe in delivering real impact through technology. We are not looking for someone who merely configures systems; we seek a strategic thinker and technical leader capable of connecting top talent with the most challenging and innovative Customer Service Management (CSM) service delivery projects in the market. If you are passionate about technological innovation, guiding elite clients, and leaving a tangible mark on every architecture, this is your place. ### **Your Mission** Rather than a monotonous list of tasks, your purpose and impact will focus on: * **Lead and guide end-to-end platform and integration design**, defining development standards and optimal technology strategy for our clients and internal teams. * **Design, document, and communicate the technical and integration approach** for all components of the ServiceNow architecture. * **Serve as a technical mentor and final escalation point for scalability**, for the developer and architect team, ensuring the highest quality standards. * **Educate clients and negotiate high-value technical solutions**, transforming complex business needs into viable and efficient solution alternatives. * **Drive team growth**, actively participating in identifying emerging skills, selection processes to identify top technical talent, and co-designing training plans with HR. ### **Your Arsenal** To tackle this elite-level challenge, here’s what you need to bring: **Must-Have (Key Requirements):** * **Solid experience:** Over 5 years in general consulting, service management, or software development, plus over 5 years of hands-on configuration experience on the ServiceNow platform. * **CSM specialization:** Demonstrable experience implementing customer service or CRM solutions (minimum 3 years) in B2B or B2C operational environments. * **Advanced Technical Proficiency:** Proven experience with *ServiceNow CSM* (case management, customer portals, communities, and omnichannel integrations), configuration of *Agent Workspace* and *Playbooks*, CTI integrations, design of customer-facing *Service Portals*, and SLA/OLA management. * **Development Foundation:** Strong knowledge of JavaScript, HTML, CSS, and modern frameworks. * **Education:** Bachelor’s 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 (C1\) and full fluency in Spanish to interact on equal footing within global environments. **Highly Valued (Desirable):** * A postgraduate degree in software-related fields. * ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) certifications. * CIS\-ITSM certification plus at least two additional ServiceNow CIS certifications. * Proven experience working in Agile development environments, software development lifecycle (SDLC) methodologies, and ITIL fundamentals. * A passion for continuous learning, sharing ideas, and actively evolving alongside the team. ### **How We’ll Measure Your Impact** * Monthly achievement of efficiency and technical quality objectives for assigned projects. * Effective alignment and execution of the client’s technology architecture strategic plan. ### **What We Offer You** We want curiosity to be your driving force—and for you to enjoy the journey. That’s why we offer: * **Competitive compensation:** A fixed salary aligned with your experience and market value in the elite segment. * **Real flexibility:** Fully remote work (**100% Remote from Spain**) with a regular, structured schedule of **09:00–18:00** to protect your work-life balance. * **Initium Culture:** A dynamic environment built on autonomy and collaboration—where your perspective is respected, your initiative rewarded, and the impact of your solutions directly recognized. * **Limitless development:** Active mentorship, inspiring technical challenges, and ongoing support for advanced certifications to accelerate your growth. *"At Initium, we don’t just build technology—we create an environment where people can evolve, deliver value, and leave their mark."* If you’re seeking a place where your expertise makes a real difference, send us your CV or LinkedIn profile. Let’s talk about the future you can build with us! **Apply now—and let’s talk.**
David Muñoz
Indeed · HR
David Muñoz
Indeed · HR
