Country/Region:
IN
Requisition ID:
28298
Work Model:
Position Type:
Salary Range:
Location:
INDIA - NOIDA- BIRLASOFT OFFICE
Title: ServiceNow CSM Technical Architect
Description:
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