Senior ServiceNow CSM Order Management Developer AI Now Assist Specialist
Job Summary
We are seeking a highly skilled ServiceNow professional with expertise in Customer Service Management CSM Order Management OM and ServiceNow AI capabilities to support largescale digital transformation initiatives The candidate will design develop and implement ServiceNow CSM and OM solutions while helping business stakeholders identify and realize opportunities through AI Agentic AI Now Assist and workflow automation The role requires robust functional and technical expertise stakeholder engagement skills and the ability to drive innovation through ServiceNows AI platform
Key Responsibilities
ServiceNow CSM OM Development
Design configure and customize ServiceNow CSM and Order Management solutions
Develop workflows flows business rules integrations UI Builder components and automation capabilities
Implement endtoend order lifecycle processes including order capture fulfillment orchestration and customer communication
Configure Product Catalogs Service Catalogs Case Management Entitlements SLAs and Workspaces
Support platform upgrades enhancements and production deployments
AI Automation
Identify business use cases where AI can accelerate delivery and operational efficiency
Design and implement solutions leveraging
ServiceNow Now Assist
AI Agents
Agentic Workflows
Generative AI capabilities
Predictive Intelligence
Virtual Agent
RAGbased solutions
Build custom AI skills prompts actions and workflow integrations
Collaborate with business stakeholders to infuse AI into business processes from design phase onwards
Stakeholder Engagement
Work directly with business teams Product Owners BAs Architects and Delivery Teams
Conduct workshops to identify optimization and automation opportunities
Provide recommendations on ServiceNow AI adoption strategy and roadmap
Mentor teams on AI best practices and emerging ServiceNow capabilities
Innovation Thought Leadership
Lead Proof of Concepts PoCs and innovation initiatives
Evaluate emerging ServiceNow AI features and recommend implementation strategies
Drive continuous improvement and automation opportunities within existing processes
Required Skills
ServiceNow
ServiceNow CSM
ServiceNow Order Management OM
Flow Designer
Integration Hub
UI Builder
App Engine
Service Portal Employee Center
Business Rules Script Includes Client Scripts
RESTSOAP Integrations
AI Automation
ServiceNow Now Assist
AI Agents
Agentic AI Workflows
Generative AI
Predictive Intelligence
Virtual Agent
Prompt Engineering
AI Search
Knowledge Management
Technical Skills
JavaScript
REST APIs
JSONXML
Integration design patterns
AIassisted development practices
Preferred Experience
Experience implementing ServiceNow CSM and OM in enterprise environments
Experience with ServiceNow AI Platform and Now Assist implementations
Handson experience designing Agentic AI workflows
Experience creating RAGbased solutions and AIdriven business process automation
Experience working with telecom travel airline or large enterprise customers
Experience conducting customer workshops and business consulting engagements
Qualifications
8 years of overall ServiceNow experience
5 years of handson experience in ServiceNow CSM
3 years of experience in ServiceNow Order Management
1 years of experience with ServiceNow Now Assist AI capabilities
ServiceNow CSA certification mandatory
CISCSM certification preferred
CISOrder Management certification preferred
ServiceNow AINow Assist related certifications preferred
Ideal Candidate Profile
The ideal candidate combines the technical depth of a senior ServiceNow developerarchitect with the innovation mindset of an AI consultant They should be capable of working directly with business stakeholders to identify opportunities for velocity improvement automation and AI adoption while delivering scalable solutions using ServiceNow CSM OM and Now Assist capabilities