Role Summary

The Technology Lead owns the technical delivery of a ServiceNow workstream spanning CSM, Integration, and AI capabilities. This role bridges solution design and hands-on execution: leading a team of engineers, driving technical decisions, engaging with client stakeholders on requirements and design, and ensuring delivery quality across the sprint cycle.

Key Responsibilities

- Own technical solution design for CSM, Integration, and AI features within the workstream, aligned to the overall architecture.
- Lead a team of 3-6 engineers: assign stories, review designs and code, and unblock technical issues.
- Run technical discussions with client stakeholders to clarify requirements, validate designs, and manage scope.
- Define integration patterns (synchronous/asynchronous, eBonding, Integration Hub vs. custom REST) for the workstream.
- Evaluate and approve use of AI capabilities (Virtual Agent, Predictive Intelligence, Now Assist) against business use cases.
- Own sprint-level delivery quality: code reviews, ATF test coverage, defect triage, and release readiness.
- Coordinate with QA, UAT, and Architecture teams to ensure the workstream's deliverables meet non-functional and compliance requirements.
- Report workstream status, risks, and dependencies to the Technical Architect and Program Leadership.
- Contribute to capability-building: identify training needs within the team and mentor Lead Engineers.

Required Skills & Expertise

ServiceNow Customer Service Management (CSM)

- End-to-end CSM solution design: case management, Agent Workspace, Advanced Work Assignment, Major Issue Management
- Playbook strategy and governance across multiple use cases
- CSM data model design decisions (Accounts/Contacts/Consumers/Entitlements)
- Customer Service Portal configuration and UX considerations




- CSM-to-FSM/ITSM handoff design (e.g., case-to-work-order, case-to-incident)
- Proactive Customer Service Operations concepts and applicability

Integration

- Integration architecture decisions: Integration Hub, Scripted REST, MID Server, eBonding
- Design of bidirectional sync patterns with external ticketing/CRM/ERP systems
- API governance: versioning, error handling, retry/idempotency patterns
- Security design for integrations: OAuth flows, certificate-based auth, IP allowlisting
- Experience leading at least one multi-system integration end-to-end (design through go-live)

AI / Intelligent Automation

- AI solution design: matching Virtual Agent, Predictive Intelligence, and Now Assist capabilities to business problems
- Evaluating AI feature trade-offs (accuracy, data readiness, change management) with client stakeholders
- Governance over AI Search and Now Assist skill rollout within CSM/Integration scope
- Working knowledge of model training/tuning cycles for Predictive Intelligence
- Awareness of responsible-AI considerations (data privacy, bias, explainability) in client conversations

Preferred / Valuable to Have

- ServiceNow CIS-CSM and CIS-Integration (or equivalent) certifications
- Experience managing workstreams in T&M;, Capacity, and Fixed-Price contract models
- Prior client-facing delivery leadership in a telecom, BFSI, or similar regulated vertical
- Exposure to TM Forum frameworks (eTOM, SID) where CSM intersects with telecom order/service management

Educational Qualifications

- Bachelor's or Master's degree in Computer Science, Information Technology, or a related field
- ServiceNow CIS-CSM certification required
- ServiceNow CAD (Certified Application Developer) or equivalent integration-focused certification preferred

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📌 Technology Lead - ServiceNow (CSM, Integration & AI) (Hyderabad)
🏢 Prodapt Solutions
📍 Hyderabad