JR-199562 ITSM Solution Architect Lead

Hello, our name is Customertimes, but you can call us CT. We are a global digital engineering, product development, and technology consulting company. Headquartered in New York, we have a team of 1000+ experts working across 65+ countries.

About this job:

We are looking for a highly skilled ITSM Solution Architect to lead the design and implementation of scalable service management solutions. This is a senior, hands-on role for someone who has already built and delivered ITSM solutions and led presales engagements — you'll own the solution end to end, from the first client conversation through implementation.

Location: LATAM

Role overview:

In this role, you will:

• Own end-to-end ITSM solution architecture;
• Design and optimize service management processes aligned with ITIL;
• Lead presales engagements and shape solutions for prospective clients;
• Design and implement partner programs on Salesforce Partner Cloud and Experience Cloud;
• Support organizations in adopting and maturing ITSM capabilities.
  
  
  

How you'll make an impact:

Architecture & process design:

• Define and design end-to-end ITSM solutions;
• Develop service processes such as:
• Incident / Case Management;
• Service Requests;
• Problem & Change Management;
  
• Align solutions with ITIL best practices.
  
  

Presales:

• Lead presales activities, including discovery, solution design, and demonstrations;
• Own solution estimation and effort scoping for proposals;
• Present and defend the proposed architecture to client stakeholders.
  
  
  

Solution delivery:

• Lead the implementation of ITSM solutions across tools and platforms;
• Design and implement partner programs, including partner onboarding and portal experiences;
• Work with technical teams to ensure scalable and efficient delivery;
• Ensure quality, performance, and maintainability.
  
  
  

Integration & ecosystem:

• Define integrations with enterprise systems (ERP, monitoring tools, etc.);
• Ensure seamless data flow and system interoperability.
  
  
  

Stakeholder engagement:

• Act as a trusted advisor to clients;
• Lead workshops and architecture discussions;
• Support estimation, planning, and delivery governance.
  
  
  

Transformation & adoption:

• Support organizations in transitioning to ITSM practices;
• Drive process standardization and maturity improvements;
• Enable training, adoption, and continuous improvement.
  
  
  

What makes you a great fit:

Experience:

• 6–10+ years of experience in IT service management or an IT delivery environment, including time in a manager or director role;
• Hands-on experience with ServiceNow ITSM or another enterprise ITSM platform, across both presales and delivery;
• Proven track record of leading presales engagements;
• Hands-on experience managing and implementing partner programs on Salesforce Partner Cloud;
• Hands-on experience building solutions on Salesforce Experience Cloud;
• Background in solution design, architecture, or consulting.
  
  
  

ITSM expertise:

• Strong working knowledge of IT Service Management (ITSM);
• Understanding of service operations (support, ticketing, and workflows);
• Practical knowledge of ITIL frameworks and practices.
  
  
  

Platform experience:

Additional exposure to the following is beneficial:

• CRM / support platforms (e.g., Salesforce Service Cloud);
• Other enterprise tools (ERP, ticketing, and workflow systems).
  
  
  

Architecture & technical skills:

• Ability to design:
• Scalable processes and workflows;
• Data models and service structures;
  
• Understanding of:
• Integrations (APIs, middleware, and external systems);
• Security concepts (roles, access control, and SSO);
  
• Experience with system design and solution architecture principles.
  
  

Consulting & leadership:

• Strong communication and stakeholder management skills;
• Experience leading:
• Workshops;
• Discovery sessions;
• Process design discussions;
  
• Ability to work with cross-functional teams.
  
  

What we offer you as a CTzen:

We call ourselves CTzens — a combination of the company's name and the word "citizen." This concept reflects who we are as coworkers and as people. Join our team and enjoy the perks that come with it:

• Be rewarded for your impact with a competitive salary;
• Enjoy the freedom to work remotely — 100% remote opportunity;
• Referral program;
• Flexible work schedule;
• Learn, explore, and expand your expertise with access to the Udemy learning platform and free language courses, clear career tracks and personal development plan;
• Be a part of a supportive, global team;
• Take time to recharge — 10 business days of paid vacation per year and 5 personal days off;
• Support for participation in professional development opportunities (webinars, conferences, training, etc.);
• Stay connected through online team events, celebrations, and charity initiatives;
• Get recognized for your impact — earn CT points and exchange them for awesome merch.
  
  
  

If you're looking to contribute to global projects, grow your skills, shape the way you work, and be part of a connected international community — Customertimes is the place to build your next career chapter. Are you ready to spark the tech with us? Show more Show less