Servicenow Csm Architect

10 hours ago

Noida Uttar Pradesh, India BirlaSoft Full time

Country/Region: IN
- Requisition ID: 29478
- Work Model:

- Position Type:

- Salary Range:

- Location: INDIA - NOIDA- BIRLASOFT OFFICE

**Title**:ServiceNow CSM Architect**:

- Description:

**Area(s) of responsibility**:
**Job Description: Technical Architect - ServiceNow CSM & AI Enablement**:
**Role Summary**:
**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).
- 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)

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