"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
Solid experience in ServiceNow CSM (Customer Service Management),



Case Management, or Entitlement Management.
Valuable 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