Your responsibilities:

• Own the end-to-end ServiceNow CRM/CSM solution architecture for Customer 360, customer/service data, case and interaction management, configurable workspace, self-service, workflow, omnichannel, e-billing and AI-enabled service.
• Define system-of-record boundaries and the customer/service data model, aligned with Service Model Foundation and relevant CSDM principles.
• Design how ServiceNow integrates with Amazon Connect, Oracle Utilities C2M, IBM Maximo, Esri GIS, enterprise content management, outage/notification services and Power BI.
• Establish guardrails for configuration versus customisation, Integration Hub and API patterns, identity/RBAC, audit, retention, environment strategy, deployment, observability and upgradeability.
• Configure and develop CSM/CRM capabilities, workspace experiences, cases/interactions, workflows, portals, notifications, knowledge and automation.
• Build supported integrations using REST/SOAP APIs, Integration Hub, events, secure credentials, reusable error handling and reconciliation patterns.
• Write and review maintainable JavaScript, Script Includes, business rules, client/server logic, Flow Designer flows, UI Builder components and Automated Test Framework coverage.
• Translate architecture decisions into working technical designs, prototypes and production-ready components; resolve complex workflow, data, integration, security and performance issues personally.
• Lead technical spikes, design and code reviews, non-functional assurance, release readiness, defect resolution, cutover and early-life support.
• Mentor ServiceNow developers, transfer knowledge to the client platform/support teams and protect maintainability under delivery pressure.

What success looks like:

• Architecture decisions are clear, implementable and demonstrated through working platform capability.
• Customer context moves reliably across channels without duplicating or silently diverging from enterprise systems of record.
• Code and configuration are secure, testable, observable, supportable and safe to upgrade.
• The delivery team can move quickly without accumulating uncontrolled customisation or avoidable production risk.

Essential experience and capability

• 2+ years in enterprise technology delivery, preferred ServiceNow experience.
• Recent hands-on ServiceNow CSM/CRM delivery combined with genuine solution-architecture responsibility; applicants must evidence one of them or both.
• Architecture responsibility for at least two production ServiceNow customer-service implementations at enterprise scale is prefered.
• Advanced knowledge of CSM/CRM data models, configurable workspace, portals, Flow Designer, Integration Hub, APIs, security and platform upgradeability.
• Strong hands-on JavaScript, ServiceNow APIs/data model, Script Includes, business rules, Flow Designer, UI Builder and Automated Test Framework capability.
• Production experience across design, build, automated testing, deployment, upgrade, defect resolution and support - not only administration, low-code configuration or architecture documentation.
• Evidence of defining system-of-record ownership and solving difficult integration, workflow, data, security, performance or resilience problems personally.
• Ability to express designs clearly through diagrams, decision records, interface contracts, technical specifications and measurable non-functional requirements.
• Strong stakeholder communication and the judgement to challenge requirements or designs that create unnecessary customer effort, platform risk or technical debt.

Qualifications and specialist experience

• ServiceNow CSA plus CAD and/or CIS-CSM are strongly preferred and should be current.
• ServiceNow Certified Technical Architect or CRM Architect is highly desirable.
• Experience with Service Model Foundation, CSDM, UI Builder, ATF, source control, CI/CD and Now Assist/AI governance is highly desirable.
• Utilities customer service, billing, metering, field service or outage management experience is advantageous.
• Amazon Connect, Oracle Utilities C2M, Maximo, Esri GIS or enterprise content-management integration experience is advantageous.

The opportunity:

Client from public sector in Ireland is progressing a major customer-service transformation using ServiceNow CRM/Customer Service Management. The scope includes Customer 360, case and interaction management, self-service, workflow automation, omnichannel engagement, e-billing and AI-enabled customer service.
The successful person will translate this scope into an implementable architecture, establish the technical guardrails and personally build critical platform capabilities. The balance between architecture and development will vary by delivery phase, but both are core accountabilities throughout the engagement.

Why this role matters:
It connects customer journeys, agent experience and enterprise systems in a nationally important public-service environment.
It requires technical judgement as well as delivery ability: the person defining a pattern must be capable of implementing and proving it.

Salary:
Employment contract (CIM): RON 11,000–14,000 net per month
PFA/B2B contract: you will invoice and receive EUR 4,400–5,600 per month

AMCK Project Engineering SRL connects Romanian professionals with international IT projects for clients in Ireland, offering remote opportunities in roles such as development and solution architecture, CRM implementation, AWS Connect, systems integration, data migration, cybersecurity, QA and testing, business analysis, change management and training, PMO, project support, programme delivery, and project management.

We manage the recruitment, selection, and placement of skilled professionals in complex IT and digital transformation projects where strong technical expertise, clear communication, reliability, attention to detail, and high-quality delivery are essential.