Area(s) of responsibility

Job Description: Technical Architect – ServiceNow CSM & AI Enablement

Location: Noida preferable

Experience: 7+ years (with 3+ years in ServiceNow CSM)

Key Responsibilities:

• Architect and lead end-to-end implementation of ServiceNow CSM including case management, account/contact models, and omni-channel support.
• Design and deploy Now Assist and Virtual Agent experiences tailored to customer service workflows.
• Integrate Agentic AI features into customer service operations.
• Define and enforce best practices for platform architecture, data modeling, and performance optimization.
• Lead technical workshops, solution design sessions, and stakeholder presentations.
• Mentor developers and junior architects on platform capabilities and implementation strategies.
• End to end implementation of Service Operations Workspace (SOW).
• Ensure compliance with security, privacy, and governance standards.
• Experience with Performance Analytics, Predictive Intelligence, and Flow Designer.
• Exposure to ServiceNow App Engine Studio and Integration Hub.
• Knowledge of customer journey mapping and persona-based design.

Required Skills & Experience

• Proven experience in ServiceNow CSM implementations (minimum 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).

Certifications Required: CSA, CSM, CAD