ServiceNow Architect - CSM

We are looking for an experienced ServiceNow CSM Architect to design, configure, and customize Customer Service Management solutions based on business requirements. The role involves working closely with stakeholders to build scalable ServiceNow CSM workflows, integrations, automation, Virtual Agent, Now Assist, and GenAI-powered customer service solutions.

Responsibilities:

• Design and customize ServiceNow CSM modules
• Develop workflows, business rules, UI policies, and service portals.
• Gather and translate business requirements into ServiceNow solutions.
• Integrate ServiceNow CSM with enterprise systems.
• Design Virtual Agent chatbots and implement NowAssist capabilities.
• Use GenAI to improve automation and customer interactions.
• Support incident, problem, and change management processes.
• Handle system upgrades, testing, deployment, and troubleshooting.
• Conduct workshops, training, and knowledge-transfer sessions.
• Support UAT and coordinate with business stakeholders.
• Monitor platform performance and recommend improvements.

Requirements:

• 10+ years of relevant experience.
• Strong expertise in ServiceNow Customer Service Management (CSM)
• Hands-on experience with workflows, business rules, UI policies, and service portals.
• Experience with Virtual Agent, NowAssist, and GenAI capabilities
• Strong understanding of ServiceNow integrations and enterprise workflows.
• Experience with incident, problem, and change management.
• Strong stakeholder communication and client-facing skills.
• Ability to design scalable and maintainable ServiceNow solutions.

Skills

CSM, Customer Service, Customer Service Management, Gen AI, Now Assist, Service Portal, ServiceNow, Virtual Agent