Job Title: Snow Architect ( strictly ) no other visa can be considered
Location: Philadelphia, PA 19087
Duration: 6 months (can extend)
Open to remote (must be willing to travel to customer site )
Experience
10 years of IT experience, with 5+ years in ServiceNow CSM architecture Proven track record of delivering large-scale ServiceNow transformations Experience in customer service operations or CX transformation programs
ServiceNow Architect
Customer Service Management - Solution Design and Implementation Several ServiceNow CSM/CRM project Implementation Managed the team for customer deliverables Involved on the project discussion ServiceNow certifications on CSM/CRM
Job Description
1. Solution Architecture & Design
Define and deliver scalable, secure, and high-performing ServiceNow CSM architectures aligned with business objectives Lead end-to-end solution design including Case Management, Knowledge Management, Omni-channel engagement, and Customer Portals Develop architecture blueprints, data models, integration frameworks, and deployment
2. CSM Module Expertise
Design and implement core ServiceNow CSM functionalities:
Case lifecycle management
SLAs and escalation workflows
Entitlements and contracts
Knowledge base and self-service portals Customer interaction channels (chat, email, virtual agent) Drive adoption of advanced CSM capabilities such as Predictive Intelligence and AI-
3. Integration & Data Stratege
Architect integrations with enterprise systems (CRM, ERP, SAP, Salesforce, legacy applications) Define API strategies, middleware usage, and event-driven integrations Ensure data consistency, governance, migration strategy, and master data alignment
4. Stakeholder Engagement
Collaborate with business stakeholders, CX leaders, and IT teams to gather requirements and define target-state processes Provide strategic advisory on customer experience transformation and service optimization Align architecture with enterprise IT and digital strategies
5. Governance & Best Practices
Establish ServiceNow development standards, governance frameworks, and coding best practices Ensure adherence to ServiceNow out-of-the-box (OOB) principles and minimize customizations Lead design reviews, solution validations, and audit compliance
6. Delivery Leadership
Guide development teams and provide technical leadership throughout project lifecycle Support agile delivery, sprint planning, backlog prioritization, and release management Mitigate risks and resolve complex technical challenges
7. Performance Optimization & Innovation
Monitor solution performance and drive continuous improvement Identify automation and AI/GenAI use cases to enhance customer service operations Evaluate new ServiceNow features/releases and drive adoption
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