ServiceNow Solutions Architect - (CSM / FSM)
$85 per hourTemporary
Kforce has a client in Austin, TX that is seeking a ServiceNow Solutions Architect focused on CRM (Customer Service Management & Field Service Management) to design and deliver customer-centric workflows, case management solutions, and automation on the Now platform. This role helps modernize customer operations through connected experiences, AI, and scalable architecture. Key Responsibilities:
- Lead end-to-end solution design for ServiceNow CRM (CSM/FSM)
- Architect case management, intake, routing, and resolution workflows
- Design omnichannel customer experiences (portal, contact center, mobile)
- Enable workflow automation using Flow Designer and platform capabilities
- Integrate AI (Now Assist, Virtual Agent, Predictive Intelligence) into customer journeys
- Define data models and integrations across CRM, ERP, and enterprise systems
- Partner with stakeholders on roadmaps, workshops, and solution alignment
- Establish reusable frameworks and best practices for scalable CRM delivery
- 7+ years of ServiceNow experience, including CSM/CRM architecture
- Strong experience with case management and workflow design
- Expertise in Flow Designer, integrations (REST/SOAP), and data modeling
- Proven ability to lead enterprise ServiceNow implementation
- ServiceNow CSA
- CIS-CSM (preferred)
- Experience with Field Service Management (FSM)
- Exposure to AI-enabled CRM workflows
- Background in customer experience (CX) transformation
- Scalable CRM solutions with improved customer experience and efficiency
- Increased automation and self-service adoption
- Faster time-to-value for ServiceNow CRM implementations
Vacancy posted 4 days ago
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