ServiceNow CSM Legal Service Delivery Architect

RESPONSIBILITIES

Kforce has a client that is seeking a ServiceNow CSM Legal Service Delivery Architect in Armonk, NY.

Key Responsibilities

• Design, build, and govern scalable, enterprise-grade ServiceNow solutions across Customer Service Management (CSM), Legal Service Delivery (LSD), and App Engine
• Lead architecture decisions while driving adoption of ServiceNow out-of-the-box (OOTB) capabilities and best practices
• Produce technical architecture blueprints, roadmaps, integration strategies, and system design documentation
• Develop architecture diagrams and technical standards supporting long-term platform scalability
• Configure and optimize ServiceNow Now Assist
• Design and implement prompt engineering strategies, Retrieval-Augmented Generation (RAG) frameworks, and LLM integrations within ServiceNow guardrails
• Advise clients on AI use cases, governance, risk considerations, and enterprise adoption strategies
• Translate AI concepts into practical business outcomes and measurable value
• Architect complex integrations leveraging Flow Designer, Integration Hub, REST APIs, SOAP APIs, and the Common Service Data Model (CSDM)
• Design secure, scalable, multi-tenant data flows across enterprise platforms
• Provide hands-on oversight and technical leadership throughout implementation efforts
• Serve as a trusted advisor to client executives, business leaders, and technical teams
• Lead discovery sessions, architecture workshops, and strategic roadmap discussions
• Translate business requirements into scalable ServiceNow solutions aligned to organizational goals
• Present technical strategies, AI transformation initiatives, architecture recommendations, and solution designs to executive and C-level stakeholders
• Drive technical governance, code quality standards, and architectural reviews
• Collaborate with cross-functional business and technology stakeholders to ensure successful delivery

REQUIREMENTS:

• 10+ years of overall IT experience
• 5+ years of experience serving as a ServiceNow Architect, Lead Architect, or Principal Consultant
• Experience implementing: ServiceNow Now Assist; Prompt Engineering; Retrieval-Augmented Generation (RAG); Generative AI / LLM-powered solutions
• Deep expertise with: ServiceNow Customer Service Management (CSM); Legal Service Delivery (LSD); App Engine; Flow Designer; Integration Hub; CSDM; REST/SOAP Integrations
• Strong consulting, stakeholder management, and requirements-gathering experience
• Proven ability to lead executive conversations and communicate complex technical concepts to non-technical audiences
• Ability to balance strategic architecture leadership with hands-on technical execution

Preferred Qualifications

• ServiceNow Certified Technical Architect (CTA) or equivalent architect-level experience
• Experience leading enterprise ServiceNow transformation programs
• Background in AI-enabled workflow automation and digital transformation initiatives
• Experience working directly with Fortune 500 clients and executive stakeholders

Ideal Candidate:
This role is best suited for a consultative technical leader who can confidently engage clients at both the boardroom and engineering levels. The ideal candidate is capable of shaping strategy, building consensus, and leading transformation initiatives while maintaining the hands-on ServiceNow expertise necessary to architect and deliver complex enterprise solutions.
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.

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