WI Resident Salesforce CRM Architect

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.<