Location: Monterrey, Mexico (on-site) or Mexico (hybrid)
Languages: Bilingual – Spanish and English

We are seeking a Senior-level ServiceNow Customer Service Management (CSM) Solution Architect to lead the design and delivery of enterprise-grade CSM solutions. You will define architecture strategy, ensure adoption of ServiceNow best practices, and guide end-to-end CSM implementations across Spanish-speaking LATAM markets. Working closely with business and technical stakeholders, you will deliver scalable,
integrated, and customer-focused ServiceNow solutions that meet performance, compliance, and user experience goals.

This is an opportunity to lead high-impact CSM implementations for enterprise clients across LATAM, shaping solutions that transform customer experiences and set new benchmarks for service excellence. Candidates based in Monterrey may be required to work on-site. Candidates based elsewhere may choose to relocate for the duration of the project or travel for an on-site stay in Monterrey of approximately three months.

We do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital, or disability status. All candidates will be valued according to law 19691 art. 8.

Responsibilities

• Lead the architecture and design of ServiceNow CSM solutions from concept through delivery.
• Translate business requirements into scalable, best-practice ServiceNow designs.
• Design and optimize CSM processes including case management, knowledge management, communities, and virtual agent.
• Define integration architecture with enterprise systems (ERP, CRM, telephony/IVR, etc.).
• Engage with business and technical stakeholders to ensure alignment with organizational goals.
• Establish and enforce architecture, development, and governance standards.
• Adapt ServiceNow CSM capabilities to meet industry-specific processes, compliance requirements, and customer experience goals.
• Identify risks, performance bottlenecks, and scalability concerns, and propose mitigation strategies.
• Ensure alignment with release management, change control, and data compliance requirements.
• Document solution designs, architecture decisions, and integration patterns for knowledge transfer.
• Mentor and guide delivery teams, ensuring quality and adherence to best practices.

Requirements: 

• 5+ years’ experience as a ServiceNow CSM Solution Architect or equivalent senior technical role.
• ServiceNow Certified System Administrator (CSA) [current].
• Certified Implementation Specialist – CSM (CIS–CSM) [current].
• Demonstrated experience in ServiceNow CSM, Case Management, Virtual Agent, Knowledge Management, Communities, Customer Service Portal.
• Demonstrated experience in designing and implementing ServiceNow integrations using IntegrationHub, REST/SOAP APIs, and middleware solutions.
• Demonstrated experience in ServiceNow solution design and establishing architecture guidelines.
• Demonstrated experience with agile delivery and working with global, cross-functional teams.
• Proven excellence in communicating and influencing across executive, business, and technical stakeholders in both Spanish and English.

Nice to have:

• ServiceNow Certified Application Developer (CAD) [current].
• ServiceNow CIS–CSM Pro or Pro Plus [current].
• Additional ServiceNow CIS certifications and/or Expert Program credentials (e.g., ArchEx, CTA, CMA) [current].
• Proven experience in external client-serving ServiceNow projects, preferably in a consulting or professional services context.
• Domain expertise in healthcare and/or retail services sectors.
• Experience leading enterprise-scale ServiceNow implementation projects end-to-end.
• Experience leading ServiceNow development teams.
• Experience in customer journey mapping and/or customer experience design.
• Based in or willing to relocate to Monterrey, Mexico.

What’s in It for You?

• Hybrid work model
• Refunds for training, courses, certifications
• Free access to e-learning platforms like Udemy
• RedPsi Therapy: preferential fees
• English lessons
• Referral program