ServiceNow Architect

For over 17 years, Trilyon has been a leader in global workforce solutions, specializing in Cloud Technology, AI/ML, Software Development, Technical Writing, and Digital Transformation. We partner with top companies to deliver high-quality talent in engineering, IT, and emerging technologies.

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We are seeking a Service Now Architect to join our team.

This role will involve leading Service Now Customer Service Management (CSM) architecture initiatives, designing scalable enterprise solutions, driving customer experience transformation, integrating Service Now with enterprise systems, establishing governance frameworks, and providing technical leadership throughout the project lifecycle. The ideal candidate will have extensive experience in Service Now CSM architecture, CRM solutions, customer service operations, enterprise integrations, solution design, and digital transformation, along with a passion for delivering innovative customer experience solutions.

Job Title: Service Now Architect

Location: Philadelphia, PA 19087 (Remote Travel to Customer Site as Needed)

Duration: 6 Months Contract (Extension Possible)

We are seeking an experienced Service Now Architect to lead enterprise Customer Service Management (CSM) solution architecture and transformation initiatives. The Service Now Architect will be responsible for designing, implementing, and governing scalable, secure, and high-performing Service Now solutions aligned with business and customer experience objectives.

The Service Now Architect will collaborate with business stakeholders, customer experience leaders, IT teams, and development teams to deliver modern customer service solutions leveraging Service Now capabilities and best practices. The ideal Service Now Architect will possess deep expertise in Service Now CSM, CRM implementations, enterprise integrations, governance frameworks, and customer experience transformation programs. This Service Now Architect role requires strong leadership, architecture, and stakeholder management capabilities to drive successful Service Now initiatives.

• Must be a U.S. Citizen or Green Card Holder.
• Must meet ITAR compliance requirements.
• Must be willing to travel to customer sites as needed.

• Define and deliver scalable, secure, and high-performing Service Now CSM architectures aligned with business objectives.
• Lead end-to-end solution design initiatives across customer service management platforms.
• Design and architect:
  • Case Management
  • Knowledge Management
  • Omni-channel Customer Engagement
  • Customer Self-Service Portals
• Develop:
  • Architecture Blueprints
  • Data Models
  • Integration Frameworks
  • Deployment Strategies
• Ensure solutions follow enterprise architecture standards and best practices.

• Design and implement core Service Now Customer Service Management capabilities including:
  • Case Lifecycle Management
  • SLA Management
  • Escalation Workflows
  • Entitlements and Contracts
  • Knowledge Base Management
  • Self-Service Portals
  • Customer Interaction Channels
  • Chat Solutions
  • Email Integrations
  • Virtual Agent Capabilities
• Drive adoption of advanced Service Now CSM capabilities.
• Support implementation of Predictive Intelligence and AI-driven customer service solutions.

• Architect integrations with enterprise systems including:
  • CRM Platforms
  • ERP Systems
  • SAP
  • Salesforce
  • Legacy Applications
• Define:
  • API Strategies
  • Middleware Architecture
  • Event-Driven Integration Frameworks
• Establish data governance and master data management standards.
• Develop data migration strategies and integration roadmaps.
• Ensure enterprise data consistency and integrity.

• Collaborate with business stakeholders, customer experience leaders, and IT teams.
• Gather requirements and define future-state business processes.
• Provide strategic consulting and advisory services for customer service transformation initiatives.
• Align Service Now architecture with enterprise technology and digital transformation strategies.
• Present architecture recommendations to executive and business leadership teams.

• Establish Service Now governance frameworks and development standards.
• Define coding standards, design principles, and architectural best practices.
• Promote Service Now Out-of-the-Box (OOB) capabilities and minimize unnecessary customizations.
• Conduct architecture reviews and solution validation sessions.
• Support audit readiness and compliance initiatives.

• Provide technical leadership throughout project execution.
• Guide development teams and solution delivery resources.
• Support:
  • Agile Delivery
  • Sprint Planning
  • Backlog Prioritization
  • Release Management
• Identify and mitigate project risks.
• Resolve complex technical and architectural challenges.

• Monitor solution performance and recommend optimization…