The State of Wisconsin DOA is looking for one (1) CRM Integration Architect III
Top Required Skills & Years of Experience:
• Hands-on experience implementing and configuring ServiceNow. (8+ years)
• Proven track record delivering multiple ServiceNow module implementations or enhancements. (8+ years)
• Strong knowledge of ServiceNow core modules: Incident, Problem, Change, CMDB, Knowledge, Service Catalog, Request Fulfillment, Discovery, etc. (8+ years)
• Experience with ITOM, integrations, automations, and CSDM. (8+ years)
Nice to Have Skills:
• Experience with Agile/Scrum delivery methodologies.
• Knowledge of ITIL/ITSM processes and frameworks.
• Ability to interact with senior leadership and business stakeholders to provide technical guidance.
Onsite or Remote? Remote. Candidates must be WI residents or willing to relocate prior to start date at their own expense. 100% remote within the State of WI.
Project details (project overview, who the contractor will work with, soft skills needed, etc.):
The position will drive process design, coordination, and adoption. This role bridges the gap between business stakeholders and the development team, ensuring that requirements are well-defined, configurations follow best practices, and the platform delivers measurable process improvements.
ServiceNow Implementor Position
Knowledge Services Position Title: CRM Integration Architect III (8-10 years)
Knowledge Services Description: Responsible for Customer Relationship Management (CRM) system
integration. Ensures all functions of CRM system effectively work with all other applications and operating
systems. Requires a bachelor's degree in area of specialty and 10 years of experience in the field or in a
related area. Provides design recommendations based on long-term IT organization strategy. Develops
enterprise level application and custom integration solutions including major enhancements and interfaces,
functions and features. Acts as an internal consultant, advocate, mentor and change agent. Bachelor’s or
Master’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work
experience. Typically has 5 years of relevant architecture experience. Requires advanced to expert level
knowledge and understanding of architecture, application systems design and integration.
Justification:
The ServiceNow Implementor will drive process design, coordination, and adoption. This role bridges the gap
between business stakeholders and the development team, ensuring that requirements are well-defined,
configurations follow best practices, and the platform delivers measurable process improvements.
By adding this position, we will:
• Accelerate implementation by reducing back-and-forth between business and technical teams.
• Improve workflow design and standardization using out-of-box ServiceNow capabilities.
• Increase solution quality, user adoption, and long-term maintainability.
• Allow the developer to stay focused on technical delivery rather than requirements gathering and
validation.
In short: pairing a ServiceNow Implementor with our developer enables faster, higher-quality deployments and
ensures that every build results in real process improvement—not just automation.
Position Description:
Title: ServiceNow Implementor
Position Summary:
The ServiceNow Implementor serves as the bridge between business stakeholders and the technical
development team to ensure successful implementation and adoption of ServiceNow solutions. This
role focuses on gathering and translating business requirements, designing improved workflows using
out-of-box functionality, and coordinating configuration, testing, and rollout activities.
Key Responsibilities:
o Lead and coordinate ServiceNow implementation projects from requirements gathering through
go-live and stabilization.
o Work with business stakeholders to document current processes, identify pain points, and
define requirements for ServiceNow solutions.
o Translate business needs into functional specifications and user stories for the development
team.
o Collaborate with ServiceNow developers and architects to design scalable, compliant, and
efficient solutions.
o Perform configuration within ServiceNow (e.g., forms, fields, workflows, approval rules,
notifications) using out-of-the-box tools rather than custom code.
o Validate and test implemented functionality to ensure alignment with business requirements.
o Facilitate user acceptance testing (UAT) and support end-user training and documentation.
o Coordinate data migration, environment setup, and deployment planning with technical teams.
o Support change management, communication, and adoption activities throughout the
implementation.
o Maintain awareness of new ServiceNow capabilities and recommend platform enhancements or
process improvements.
Qualifications:
• 8+ years of hands-on experience implementing and configuring ServiceNow.
• Proven track record delivering multiple ServiceNow module implementations or enhancements.
• Strong knowledge of ServiceNow core modules: Incident, Problem, Change, CMDB,
Knowledge, Service Catalog, Request Fulfillment, Discovery, etc.
• Experience with ITOM, integrations, automations, and CSDM.
• Familiarity with ITIL processes and frameworks.
• Knowledge of ServiceNow best practices.
• ServiceNow certifications strongly preferred:
• ServiceNow Certified System Administrator (CSA).
• Implementation Specialist certification (ITSM, ITOM, HRSD, etc.).
• ITIL Foundation or higher.
• Strong leadership, communication, and collaboration skills.
Preferred Skills:
• Experience with Agile/Scrum delivery methodologies.
• Knowledge of ITIL/ITSM processes and frameworks.
• Ability to interact with senior leadership and business stakeholders to provide technical
guidance.