Lead Administrator (Tools & Automation)

Job Summary

We are seeking a skilled and experienced ServiceNow CSM Developer. The ideal candidate will need to have hands-on experience in designing, configuring, and developing custom solutions on the ServiceNow CSM module. You will work closely with business analysts, architects, and customer stakeholders to build robust customer service solutions that streamline operations and enhance customer satisfaction.

Key Responsibilities

 Design, develop, and implement ServiceNow CSM solutions and custom applications.  Configure and customize CSM components such as Case management, Omnichannel communication, Self-service portals, Virtual agent and Playbooks.  Deep understanding and experience in setting up CSM data model components - Accounts, Contacts, Entitlements and Contracts, Assets and Install Base.  Build and configure OOB as well as Custom Now Assist skills capabilities and Agentic AI workflows.  Build, customize, and manage specialized AI agents that can autonomously perform tasks like case triage, information gathering, and automated customer communication.  Develop integrations with third-party applications (eg, CRM, ERP, CTI)) using REST, SOAP, and MID Server.  Automate workflows using Flow Designer and/or Business Rules, Script Includes, Client Scripts, etc.  Develop and manage complex, multi-step "agentic workflows" using the AI Agent Orchestrator to coordinate various AI agents.  Collaborate with stakeholders to gather requirements and translate them into technical solutions.  Maintain and enhance existing CSM configurations and functionalities.  Troubleshoot and resolve technical issues and provide ongoing support.  Ensure compliance with ServiceNow best practices and platform governance.

Skill Requirements

 Strong understanding of CSM case management workflows & Portals.  Familiarity with ServiceNow integration tools and techniques.  Understanding of CSM industry use cases (e.g., Retail, Telecom, Healthcare).  Candidates with experience in developing scoped custom applications will be preferred  Candidates with System/Process Automation (Orchestration) experience will be preferred  Experience implementing systems using the Agile/Scrum methodology  Excellent communication and documentation skills.  ServiceNow Certified System Administrator (CSA) - Mandatory Classification: Internal  ServiceNow Certified Application Developer (CAD)  Certified Implementation Specialist – CSM  MC – Virtual Agent  MC – Performance Analytics

Other Requirements

 Design and delivery of technical solutions based on the ServiceNow platform  Leadership skills in technical initiatives  Creating detailed documentation such as Technical Design Documentation  Communication that clearly articulates solutions and the ability to perform demonstrations in front of customers  Provide escalated support on technical issues to team members who are working on ServiceNow implementations.