About the Job
We are looking for an experienced ServiceNow Configuration Resource (CSM) to configure, customize, and enhance the ServiceNow Customer Service Management platform. The role involves implementing scalable solutions using standard ServiceNow capabilities along with modern AI-driven features such as Now Assist, AI Search, Predictive Intelligence, Virtual Agent, and agentic automation to deliver efficient and intelligent customer service experiences.
Job Title
ServiceNow Configuration Resource – CSM
Skills
ServiceNow CSM, ServiceNow Configuration, JavaScript (Glide), Flow Designer, Workflow Editor, Agent Workspace, Virtual Agent, Now Assist, AI Search, Predictive Intelligence, REST APIs, ATF, Prompt Engineering, ServiceNow Integrations, Data Modeling
Experience
5 – 7 Years
Location
India
Notice Period
Immediate to 30 Days Preferred
Job Description
The ServiceNow Configuration Resource is responsible for tailoring the ServiceNow Customer Service Management (CSM) platform to meet organizational needs. The role includes configuring out-of-the-box capabilities, developing custom solutions, managing integrations, and implementing AI-powered automation to improve operational efficiency and customer experience.
The ideal candidate should be able to combine traditional CSM configuration with emerging Generative AI and agentic automation capabilities to deliver scalable, secure, and intelligent service management solutions.
Key Responsibilities
Platform Configuration
- Configure out-of-the-box features including workflows, forms, fields, and user interfaces to meet business requirements.
- Manage user roles, permissions, and access controls aligned with governance policies.
- Maintain and manage multiple ServiceNow instances such as development, testing, and production environments.
Custom Development
- Develop custom applications and modules when business requirements cannot be fulfilled using out-of-the-box features.
- Write and maintain server-side and client-side scripts, business rules, UI actions, and script includes.
- Design and implement custom workflows and automation for complex processes.
Integrations & Data Management
- Build and maintain integrations with third-party systems using APIs, web services, or middleware.
- Perform data migration from legacy systems and maintain data integrity.
- Establish processes to manage core data elements such as customer and product data.
Collaboration & Stakeholder Engagement
- Work closely with business stakeholders and product owners to understand requirements and convert them into technical solutions.
- Provide guidance on ServiceNow capabilities, limitations, and best practices.
- Incorporate user feedback to improve usability and functionality.
Quality Assurance & Testing
- Conduct code reviews to ensure quality and adherence to coding standards.
- Perform unit testing for configurations and custom developments.
- Support functional, performance, and regression testing activities.
Deployment & Release Management
- Coordinate with change management and service delivery teams to plan and execute releases.
- Use version control and deployment tools to manage releases across environments.
- Implement automated deployment practices where possible.
Maintenance & Support
- Troubleshoot and resolve platform issues, incidents, and bugs.
- Apply ServiceNow patches and version upgrades while ensuring compatibility with custom configurations.
- Monitor system health and performance to proactively address potential issues.
Continuous Improvement
- Identify automation opportunities to improve efficiency.
- Optimize workflows, scripts, and configurations for better performance and scalability.
- Stay updated with new ServiceNow capabilities and industry best practices.
Governance & Compliance
- Ensure all developments adhere to defined governance standards, coding guidelines, and security practices.
- Maintain proper documentation for configurations and changes to support audits.
- Implement secure coding practices to protect sensitive data.
Knowledge Management
- Create and maintain technical documentation for configurations, workflows, and scripts.
- Share knowledge with platform teams and support teams.
- Assist in developing training materials for end-users.
AI & Agentic Capabilities
- Design and configure Now Assist for CSM including case summarization, reply drafting, next-best actions, and article generation.
- Configure Generative AI integrations with LLM providers while implementing guardrails and data policies.
- Build AI agents capable of executing workflows, retrieving knowledge, and coordinating with human agents.
- Implement Virtual Agent conversational topics and Agent Assist capabilities.
- Establish prompt engineering standards and reusable prompt libraries.
Qualification & Certification
- Bachelor's degree in Computer Science, Information Technology, or related field.
- ServiceNow CSA (Certified System Administrator)
- ServiceNow CAD (Certified Application Developer)
- ServiceNow CIS – CSM (Certified Implementation Specialist – CSM)
- Additional certifications in Now Assist / Generative AI / Predictive Intelligence / Virtual Agent preferred.
About InfoBeans
InfoBeans is a global digital transformation and product engineering company helping enterprises innovate and grow through modern technologies. We specialize in building scalable digital platforms, cloud solutions, enterprise integrations, and AI-powered business applications for global clients.
