ServiceNow Solutions Architect; PSDS

Position: ServiceNow Solutions Architect (PSDS)
RESPONSIBILITIES:
Kforce has a client in Austin, TX that is seeking a Service Now Solutions Architect (PSDS) to lead the design and delivery of Public Sector Digital Services (PSDS) solutions, with a specific focus on building accelerators and automation packages that compress implementation timelines (targeting ~100-day delivery models). This role will architect scalable, government-focused digital workflows that modernize citizen services, case management, and government employee services, leveraging the full Service Now platform.

The architect will play a key role in standardizing reusable assets, frameworks, and automation patterns to drive speed, consistency, and quality across PSDS implementations.

Key Responsibilities:

* Lead end-to-end architecture and solution design for Service Now PSDS implementations

* Design and build PSDS accelerators, templates, and reusable solution packages to enable rapid deployments

* Develop
-implementation-in-a-box- models to compress timelines toward 100-day deployments

* Standardize:
Intake workflows, Case lifecycle management, Citizen engagement models, and compliance reporting patterns

* Integrate Service Now AI capabilities (Now Assist, Predictive Intelligence, Virtual Agent) into PSDS solutions

* Design agentic workflows and AI-assisted case management

* Implement AI governance, security, and compliance controls aligned to public sector requirements

* Identify high-value use cases for Case summarization, Intake deflection and Automated decisioning

Create automation frameworks using:

* Flow Designer/Workflow Orchestration

* Integration Hub and APIs

* Pre-built data models, case schemas, and service catalogs

Design end-to-end digital workflows and self-service portals for:

* Citizen requests and case submission

* Government employee services

Optimize for:

* Automation-first design

* Reduced manual processing

* Improved service delivery SLAs

REQUIREMENTS:

* Service Now Certified System Administrator (CSA)

* Service Now Certified Implementation Specialist (CSM, HRSD, or PSDS preferred)

* ITIL v4 Foundation (preferred)

* 7-10+ years of Service Now experience with strong architecture focus

* Proven experience leading enterprise-scale Service Now implementations across multiple modules (ITSM, CSM, HRSD, etc.)

* Experience building workflow automation and reusable solution frameworks

* Experience working in regulated or public sector environments

Hands-on expertise with:

* Flow Designer/Workflow Orchestration

* Integration Hub and API integrations

* Service Now data model, CMDB, and CSDM

Strong understanding of:

* Cloud architecture and integration patterns

* Dev Ops/CI/CD for Service Now

Preferred:

* Direct experience with Service Now Public Sector Digital Services (PSDS)

* Experience designing accelerators or pre-configured implementation frameworks

* Knowledge of government compliance frameworks (FedRAMP, NIST, etc.)

* Background in AI-enabled workflow automation (Now Assist, GenAI, agentic workflows)

* Strong stakeholder communication and executive presentation skills

What Success Looks Like:

* Delivery of repeatable PSDS accelerator frameworks

* Reduction in implementation timelines toward ~100-day deployment models

* Increased automation and reduction of manual processing in government workflows

* Improved citizen experience through digitized, AI-enabled services

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…