Service Now AI

Job Description

ServiceNow Configuration Resource Is responsible for tailoring the GSConnect (ServiceNow CSM) platform to meet the organizations needs. This includes configuring standard features, building custom solutions, integrating with other systems, and ensuring the platform operates efficiently. Ability to blend classic CSM configuration with GenAI capabilities (Now Assist, AI Search, Predictive Intelligence, Virtual Agent) and agentic automation to deliver scalable, secure, and human centered customer service outcomes.

Roles and Responsibilities of the ServiceNow Configuration Resource

Develop tailored applications and modules to address unique business needs that cannot be met with OOTB functionality.

Write and maintain server-side and client-side scripts, business rules, UI actions, and script includes.

Design and implement custom workflows and automation for complex business processes.

Integrations and Data Management

Build and maintain integrations with third-party systems and enterprise tools using APIs, web services, or middleware.

Migrate data from legacy systems into ServiceNow and ensure ongoing data accuracy and integrity.

Establish processes for managing core data elements, such as customer or product data, within the platform.

Collaboration and Stakeholder Engagement

Collaborate with Business Owners, Product Owners, and other stakeholders to understand requirements and translate them into technical solutions.

Provide guidance on ServiceNow capabilities, limitations, and best practices during solution design discussions.

Incorporate user feedback into configuration and development efforts to improve platform usability.

Quality Assurance and Testing

Conduct regular code reviews to ensure quality, maintainability, and adherence to coding standards.

Perform unit testing on all configurations and customizations before deployment.

Assist testing teams in functional, performance, and regression testing to validate that solutions meet requirements.

Tools

ServiceNow CSM

Agent Workspace

Workflow Editor/Flow Designer

Virtual Agent

Now Assist

AI Search

Predictive Intelligence