2 months ago
Madrid, SpainSenior
Responsibilities
- Provide technical and thought leadership to clients and internal teams on ServiceNow 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 integration approaches for architectural components.
- Research and propose solution alternatives addressing business needs across service lines.
- Educate clients, negotiate appropriate technical solutions, and support client-facing meetings, calls, and workshops.
- Act as the final escalation point for technical decision-making within a programme.
- Ensure architectural artefacts, configured components, and client interactions meet high quality standards.
- Assist with opportunity scoping and design tools and techniques for efficient delivery.
- Build high-performing delivery teams, provide technical coaching, and oversee developers and architects.
- Define hiring evaluation processes, identify emerging skill needs, create training plans, and align resource requirements with HR.
Requirements
- 5+ years of hands-on experience on the ServiceNow platform.
- 5+ years of experience in general consulting, service management, or software development; exceptional candidates with less experience may be considered.
- 3+ years of experience implementing customer service or CRM solutions.
- Experience in B2B or B2C service operations environments.
- ServiceNow Certified System Administrator (CSA), ServiceNow CIS-CSM, CIS-ITSM, and two additional ServiceNow CIS certifications are required.
- ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) is desired.
- Degree or equivalent in Computer Science or Information Technology; a postgraduate degree in a software-related field is a plus.
- Hands-on ServiceNow CSM experience covering 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 experience with JavaScript, HTML, CSS, JavaScript frameworks, and integrations.
- Experience working in Agile development environments and knowledge of software development lifecycle management.
- Knowledge of ITIL; Foundation-level knowledge is preferred.
- Strong analytical thinking, problem-solving, attention to detail, active listening, and interpersonal skills.
- Professional working proficiency in Spanish and English at B2 level or above is required.
Benefits
- Fully remote work from Spain with no relocation or commute required.
- Permanent contract.
- Restaurant tickets for every working day.
- Flexible benefits including Gympass and nursery tickets through a flexible remuneration scheme.
- Referral bonus.
- Access to learning platforms and continuous development opportunities.
- International and multicultural team exposure.
- Clear vertical and horizontal career development paths.
- Competitive salary and bonuses are mentioned, but no amount is specified.
Tech Stack
Categories
Solutions Engineering
About Cognizant
Cognizant is a public IT services and consulting firm that designs, builds, and runs enterprise technology, including digital engineering, cloud modernization, data/AI, and managed services. It sells consulting, systems integration, and outsourcing on multi-year engagements to large enterprises in healthcare, banking, retail, communications, and manufacturing. Founded in 1994 and headquartered in Teaneck, New Jersey, Cognizant is NASDAQ-listed (CTSH) and a Fortune 500 company.