Senior ServiceNow AI & CSM Developer

Experience

• 7+ Years

Notice Period

• Immediate Joiners Preferred (15 Days or Less)

Role Overview

We are seeking an experienced Senior ServiceNow CSM + GenAI Developer to design, develop, configure, and enhance enterprise ServiceNow solutions with a strong focus on Customer Service Management (CSM). The ideal candidate will have hands-on expertise in ServiceNow platform development, integrations, workflow automation, and AI-driven capabilities such as Now Assist, AI Agents, Virtual Agent, Agent Assist, and AI Search. This role requires collaboration with business stakeholders to deliver scalable, secure, and innovative solutions that improve operational efficiency and customer experience.

Platform Configuration

• Configure and customize ServiceNow OOTB capabilities.
• Customize forms, fields, workflows, and user interfaces.
• Manage user roles, permissions, and access controls.
• Maintain Development, Test, and Production environments.

Custom Development

• Develop custom ServiceNow applications and modules.
• Create Business Rules, Script Includes, UI Actions, and Client Scripts.
• Build workflow automation solutions.
• Develop server-side and client-side scripting.

Integrations & Data Management

• Develop and maintain REST API integrations with third-party systems.
• Lead data migration activities from legacy platforms.
• Ensure data quality, integrity, and governance.
• Implement platform data management best practices.

Stakeholder Collaboration

• Gather and analyze business requirements.
• Translate business needs into scalable technical solutions.
• Provide technical recommendations and best practices.
• Drive platform adoption and usability improvements.

Quality Assurance & Testing

• Conduct code reviews.
• Perform unit testing and validation.
• Support functional, regression, and performance testing.
• Ensure adherence to development standards and best practices.

Deployment & Release Management

• Plan and execute platform releases.
• Manage deployments across multiple environments.
• Utilize version control and release management practices.
• Support automated deployment processes.

Maintenance & Support

• Troubleshoot and resolve platform issues.
• Support incidents, defects, and enhancement requests.
• Manage ServiceNow upgrades and patches.
• Monitor platform performance and stability.

Continuous Improvement

• Identify automation opportunities.
• Optimize workflows, scripts, and configurations.
• Improve platform scalability and performance.
• Stay updated with ServiceNow releases and emerging technologies.

Governance & Compliance

• Follow ServiceNow CoE standards and best practices.
• Adhere to security, governance, and compliance requirements.
• Maintain technical documentation and audit records.
• Apply secure coding standards.

Knowledge Management

• Create and maintain technical documentation.
• Document configurations, workflows, and integrations.
• Conduct knowledge transfer sessions.
• Mentor junior team members and developers.

AI & Agentic Capabilities

Now Assist

• Case Summarization
• Reply Draft Generation
• Next-Best Actions
• Knowledge Article Generation

Generative AI

• Configure Generative AI Controller integrations with LLM providers.
• Define AI guardrails and governance policies.
• Develop prompt templates and reusable prompt libraries.
• Ensure safe, accurate, and compliant AI outputs.

AI Agents

• Design and configure AI Agents.
• Implement task planning capabilities.
• Enable workflow and tool execution.
• Configure knowledge retrieval mechanisms.
• Manage human hand-off scenarios.

Conversational AI

• Implement Virtual Agent solutions.
• Configure Agent Assist capabilities.
• Build Conversational AI flows.
• Enhance AI Search experiences.

Prompt Engineering

• Context Management
• Grounding Strategies
• Temperature Controls
• Retry Conditions
• Stop Conditions
• Reusable Prompt Libraries

Preferred Experience

• Workflow Data Fabric

Required Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM)

Preferred Certifications

• Now Assist / Generative AI Certifications
• Predictive Intelligence Certifications
• Virtual Agent Certifications

Technical Skills

• ServiceNow CSM
• Now Assist
• AI Agents
• Agent Workspace
• Virtual Agent
• AI Search
• Predictive Intelligence
• Flow Designer
• Workflow Editor
• JavaScript (Glide)
• REST API Integrations
• Data Modeling
• Automated Test Framework (ATF)
• Prompt Engineering

Key Skills

• ServiceNow CSM
• GenAI
• Now Assist
• AI Agents
• Virtual Agent
• AI Search
• Agent Workspace
• Flow Designer
• Predictive Intelligence
• JavaScript (Glide)
• REST API
• ATF