Areti Group | B Corp™
Solutions Architect
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Solutions Architect - Customer Experience
Contract
6 months minimum
Inside IR35
Hybrid
East Sussex - Hybrid 1 or 2 days a week on site
Role Overview
We are looking for a Solutions Architect to help identify and resolve customer and operational pain points, improving customer experience (CMEX) and service delivery. Working closely with business and technical stakeholders, you will assess problems, identify root causes, size technical options, and provide pragmatic solution designs that deliver value quickly.
A key focus will be ServiceNow Customer Service Management (CSM), including how it can support case management, integrate with platforms such as SAP, and scale to meet future customer needs.
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Key Responsibilities
- Identify and analyse customer and operational pain points.
- Translate business problems into practical, scalable technical solutions.
- Provide early-stage solutioning, technical options, and demand sizing.
- Produce architecture assessments, solution outlines, and HLDs.
- Support technical triage and prioritisation of customer-impacting issues.
- Design and assess integrations across platforms, including ServiceNow and SAP.
- Ensure solutions align with enterprise architecture standards and governance.
- Work through SDA and AGB approval processes where required.
- Collaborate with business and delivery teams to accelerate solution delivery.
Skills & Experience
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Essential:
- Proven experience as a Solutions Architect or similar.
- Strong problem-solving and root cause analysis skills.
- Experience translating business needs into pragmatic technical solutions.
- Strong stakeholder management and communication skills.
- Experience with architecture, integration, and enterprise technology landscapes.
- Self-organising, proactive, and comfortable working at pace.
- Experience working within Agile environments and architecture governance.
Desirable:
- ServiceNow CSM experience, particularly case management.
- ServiceNow/SAP integration experience.
- Customer experience or customer service transformation experience.
- Utilities experience.
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