ServiceNow Solution Architect - CSM, Madrid

ServiceNow Solution Architect - CSM ServiceNow Solution Architect - CSM Remote Spain About the role Were looking for a Senior ServiceNow Solution Architect specialising in Customer Service Management (CSM) to provide technical leadership and thought leadership to both our clients and internal teams. You will lead platform design, integration architecture, and technology strategy - ensuring every solution delivered is scalable, elegant, and of the highest quality. Why join us? HIGH-IMPACT PROJECTS - Work on demanding digitalization initiatives or build solutions from the ground up. This is where your expertise makes a real difference. CUTTING-EDGE TECH - Stay sharp with the latest ServiceNow capabilities and emerging technologies. We invest in keeping you ahead of the curve. FULLY REMOTE IN SPAIN - Work from wherever youre most productive. No relocation, no commute, full flexibility. CONTINUOUS LEARNING - Access to top learning platforms to deepen your expertise or pick up new skills youve been putting off. A TEAM THAT HAS YOUR BACK - Talented colleagues who collaborate, support, and push each other to deliver quality work. GLOBAL EXPOSURE - Work alongside international teams in a truly multicultural environment. A CLEAR CAREER PATH - Grow vertically into greater responsibility or horizontally into new technologies. You decide the direction. Whats in it for you

• Restaurant tickets for every working day
• Permanent contract - were investing in a long-term relationship
• Flexible benefits: Gympass and nursery tickets through our flexible retribution scheme
• Referral bonus - bring great people in and get rewarded
• Competitive salary and bonuses - lets talk numbers on our first call

What youll bring

• 5+ years of hands-on experience on the ServiceNow platform
• 5+ years of experience in General Consulting, Service Management, or Software Development - were looking for senior profiles, though we may consider exceptional candidates with less experience given the scarcity of this specialisation in the market
• 3+ years of experience implementing customer service or CRM solutions
• Experience working with B2B or B2C service operations environments
• ServiceNow Certified System Administrator (CSA) - required
• ServiceNow CIS-CSM - required
• CIS-ITSM + 2 additional ServiceNow CIS certifications - required
• ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) - desired
• Degree or equivalent in Computer Science or Information Technology post-graduate degree in a software-related field is a plus
• Hands-on experience with ServiceNow CSM: case management, customer portals, communities, and omnichannel integrations
• Experience configuring Agent Workspace and Playbooks within CSM
• Familiarity with CTI integrations and customer-facing Service Portal design
• Understanding of customer journey mapping and SLA/OLA management
• Development background: JavaScript, HTML, CSS, JavaScript frameworks, and integrations
• Experience working in Agile development environments
• Knowledge of software development life cycle management
• Knowledge of ITIL - Foundation level preferred
• Strong analytical thinking, problem-solving, and attention to detail
• Active listening and strong interpersonal skills
• Professional working proficiency in both Spanish and English (B2 or above) - required for client-facing meetings, calls, and workshops

What youll do

• Provide technical leadership and thought leadership to clients and internal teams on platform design, integration architecture, and technology strategy
• Lead and mentor developers and architects across business, information, application, software, and technology disciplines
• Design, document, and communicate the integration approach for all architectural components
• Research, analyse, and propose solution alternatives that address specific business needs across service lines
• Educate clients and negotiate the right technical solutions for their context
• Deliver a positive, value-adding experience to clients in every interaction
• Act as the final escalation point for technical decision-making within a programme
• Ensure all artefacts, configured components, and interactions meet the highest quality standards
• Assist in scoping new opportunities and designing tools and techniques for efficient delivery
• Build and develop high-performing delivery teams
• Provide technical coaching and oversight to developers and architects
• Define domain-specific evaluation processes for hiring that fit market needs
• Identify emerging skill sets needed by the team and define training plans
• Align resource requirements based on demand projections in partnership with HR

Ready to lead enterprise-scale CSM implementations on the ServiceNow platform? Apply now and lets talk. About Cognizant: Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organizations unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. Additional employment information Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview. Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws. ServiceNow, JavaScript, HTML, CSS, CTI, Agile,