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Key Responsibilities : -

- ServiceNow CSM Responsibilities
- Design, develop, configure, and implement ServiceNow Customer Service Management (CSM) solutions.
- Gather business requirements and translate them into scalable ServiceNow solutions.
- Configure CSM applications including:
- Case Management
- Consumer Service Portal
- Knowledge Management
- Customer Service Workspaces
- Omnichannel Engagement
- Agent Workspace
- Service Catalog Integration
- Customize forms, workflows, UI Policies, Business Rules, Client Scripts, and Flow Designer.
- Develop and maintain Service Portal and Employee/Customer Center solutions.
- Configure SLAs, Assignment Rules, Escalation Rules, and Notifications.
- Implement customer service processes and best practices aligned with ITIL standards.
- Now Assist & AI Responsibilities
- Implement and configure ServiceNow Now Assist capabilities across CSM and ITSM environments.
- Enable Generative AI features such as:
- Case Summarization
- Resolution Notes Generation
- Knowledge Article Generation
- Virtual Agent Enhancements
- Search Summarization
- Agent Assist Recommendations




- Configure AI Search and Intelligent Experiences.
- Collaborate with business stakeholders to identify AI-driven automation opportunities.
- Ensure governance, security, and compliance of AI implementations.
- Development & Integration
- Develop custom applications using App Engine Studio and ServiceNow Studio.
- Create and maintain REST/SOAP integrations with third-party systems.
- Utilize Integration Hub and Flow Designer for process automation.
- Develop Script Includes, Business Rules, UI Actions, ACLs, and Scheduled Jobs.
- Work with Service Graph Connectors and CMDB integrations where applicable.
- Participate in platform upgrades and feature adoption.
- Collaboration & Leadership
- Lead technical workshops and design sessions.
- Mentor junior developers and administrators.
- Collaborate with architects, business analysts, and project managers.
- Prepare technical design documents and solution architecture artifacts.
- Support UAT, deployment activities, and post-production stabilization.

📌 Service Now CSM/ Now Assist Professional (Noida)
🏢 Contactx Resource Management
📍 Noida