RESPONSIBILITIES:
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
REQUIREMENTS:
* 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
Preferred Skills:
Certifications:
* ServiceNow CSA
* CIS-CSM (preferred)
* Experience with Field Service Management (FSM)
* Exposure to AI-enabled CRM workflows
* Background in customer experience (CX) transformation
What Success Looks Like:
* Scalable CRM solutions with improved customer experience and efficiency
* Increased automation and self-service adoption
* Faster time-to-value for ServiceNow CRM implementations
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: kforcecx
- Position Id: ITTVT2180202
- Posted 6 hours ago
Never miss an opportunity! Create an alert based on the job you applied for.