ServiceNow CSM Architect

As a ServiceNow CSM Architect, your role will involve leading the design and implementation of Customer Service Management solutions with a focus on Now Assist, Virtual Agent, Service Operations Workspace (SOW), and Agentic AI use cases. Your responsibilities will include: - Architecting and leading end-to-end implementation of ServiceNow CSM, including case management and omni-channel support. - Designing and deploying Now Assist and Virtual Agent experiences for customer service workflows. - Integrating Agentic AI features into customer service operations. - Defining and enforcing best practices for platform architecture, data modeling, and performance optimization. - Leading technical workshops, solution design sessions, and stakeholder presentations. - Mentoring developers and junior architects on platform capabilities and implementation strategies. - Implementing Service Operations Workspace (SOW) from end to end. - Ensuring compliance with security, privacy, and governance standards. - Utilizing Performance Analytics, Predictive Intelligence, and Flow Designer. - Working with ServiceNow App Engine Studio and Integration Hub. - Applying knowledge of customer journey mapping and persona-based design. Required Skills & Experience: - Proven experience in ServiceNow CSM implementations with a minimum of 2 full-cycle projects. - Hands-on expertise with Now Assist, Virtual Agent Designer, and GenAI/Agentic AI features. - Strong understanding of ServiceNow architecture, scripting (Glide, JavaScript), and integration patterns (REST, JDBC, MID Server). - Experience with AI/ML use cases in customer service or ITSM environments. - Excellent communication and stakeholder management skills. Certifications Required: - ServiceNow Certified System Administrator (CSA) - ServiceNow Certified Implementation Specialist - CSM - ServiceNow Certified Application Developer (CAD),