"We request only interested candidates to respond to this email or who can attend F2F interview on 8th Aug, Saturday at our office Gachibowli"

Key Responsibilities

- Manage entitlement-related cases through Agent AI/Virtual Agent and ensure alignment with business rules.
- Analyze entitlement dashboards and define business rules, automation logic, and decision workflows.
- Configure and optimize case routing, assignment rules, decision trees, and workflows in ServiceNow.
- Gather requirements, conduct workshops, and create BRDs, user stories, process flows, and functional specifications.
- Collaborate with Order Management, Licensing, Pricing, Product, and ServiceNow teams.
- Support UAT, test scenarios, automation validation, and process improvements.
- Identify workflow gaps and recommend enhancements to improve automation and Agent AI effectiveness.

Required Skills

- Strong experience in ServiceNow CSM (Customer Service Management),



Case Management, or Entitlement Management.
- Good understanding of entitlements, licensing, case triage, support processes, and workflow automation.
- Experience with Agent AI, Virtual Agent, Flow Designer, business rules, decision trees, and case routing.
- Ability to analyze dashboards, reports, and operational data to drive decisions.
- Robust requirement gathering, stakeholder management, documentation, and problem-solving skills.
- Experience in BRD creation, User Stories, Process Mapping, and UAT.

Preferred Keywords: ServiceNow CSM, Case Management, Entitlement Management, Agent AI, Virtual Agent, Flow Designer, Workflow Automation, Assignment Rules, Business Analyst, Functional Consultant, Licensing, UAT, BRD.

📌 Servicenow Functional Consultant (Telangana)
🏢 Coforge
📍 Telangana