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. We welcome candidates from a range of professional backgrounds who have strong experience in enterprise systems, operations, or platform solutions and are motivated to retrain and grow into ITSM architecture.

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;
• Work with various tools and platforms (not limited to specific vendors);
• 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.

Solution delivery:

• Lead the implementation of ITSM solutions across tools and platforms;
• 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 one or more of the following areas:

• Enterprise platforms (CRM, IT systems, and support tools);
• Service operations / support environments;
• Solution design / architecture / consulting;
• Solution Architect or Lead Consultant roles.

ITSM focus & learning ability:

• Strong interest in IT Service Management (ITSM);
• Understanding of service operations (support, ticketing, and workflows);
• Ability and willingness to retrain in ITSM frameworks and tools;
• Familiarity with ITIL concepts is a plus (not mandatory).

Platform experience:

Experience in any of the following is beneficial:

• ITSM platforms (e.g., ServiceNow);
• 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?