Role Overview
Data Lunix is looking for a Senior Service Now CSM + Gen AI Developer to lead enterprise CSM implementations with a solid focus on AI-driven capabilities. You will design and deliver scalable Service Now solutions integrating Now Assist, AI Agents, Virtual Agent, and Generative AI — directly impacting customer experience and operational efficiency for our enterprise clients.
Immediate joiners preferred (15 days or less).
Key Responsibilities
Design, develop, and implement Service Now CSM solutions including platform configuration, custom development, and workflow automation
Build and configure AI capabilities: Now Assist (Case Summarization, Reply Drafts, Next-Best Actions), AI Agents, Virtual Agent, Agent Assist, and AI Search
Configure Generative AI Controller integrations with LLM providers; define AI guardrails, prompt templates, and governance policies
Develop REST API integrations with third-party systems and lead data migration from legacy platforms
Create Business Rules, Script Includes, UI Actions, Client Scripts, and Flow Designer workflows




Conduct code reviews, unit testing, and support ATF-based automated testing
Manage deployments across Dev, Test, and Production environments
Mentor junior developers and maintain technical documentation
Required Skills
7+ years of Service Now development experience
Strong hands-on expertise in Service Now CSM and platform development
Experience with Now Assist, AI Agents, Virtual Agent, and AI Search
Proficiency in Java Script (Glide API), REST APIs, Flow Designer, and ATF
Experience with Prompt Engineering: context management, grounding strategies, reusable prompt libraries
Familiarity with Generative AI Controller and LLM integrations within Service Now
Required Certifications
Service Now CSA
Service Now CAD
CIS-CSM
Preferred
Now Assist / Gen AI Certifications
Predictive Intelligence or Virtual Agent Certifications
Experience with Workflow Data Fabric

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