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 immediate joiner /serving
- 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 IntegrationHub 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 Required Skills

immediate joiner /serving

Contact Number: (phone hidden)

Location: Bengaluru,Mumbai,Gurugram,Pune,Noida,hydravbad , Dehli NCR

📌 ServiceNow CSM + Now Assist Professional (Mumbai)
🏢 Contactx Resource Management
📍 Mumbai