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Birlasoft Limited
ServiceNow CSM Architect
Join Birlasoft Limited as a ServiceNow CSM Architect in Noida. Lead CSM solutions, focusing on Now Assist and Virtual Agent. Requires 2+ CSM implementations.
Consulting
Entry Level
ServiceNow Role Type:
Application Developer
ServiceNow Modules:
Customer Service Management
Virtual Agent
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - Customer Service Management
Certified System Administrator
Job description
Posted on:
September 23, 2025
We are seeking a ServiceNow Technical Architect to lead the design and implementation of Customer Service Management (CSM) solutions, with a focus on Now Assist, Virtual Agent, Service Operations Workspace, and Agentic AI. The role involves defining platform architecture, driving innovation, and ensuring platform scalability. The ideal candidate will be responsible for defining the technical architecture and mentoring developers.
Requirements
- Architect and lead end-to-end implementation of ServiceNow CSM including case management, account/contact models, and omni-channel support.
- Design and deploy Now Assist and Virtual Agent experiences tailored to customer service workflows.
- Define and enforce best practices for platform architecture, data modeling, and performance optimization.
- Lead technical workshops, solution design sessions, and stakeholder presentations.
Requirements Summary
2+ CSM implementations. ServiceNow CSM expertise, AI, & GenAI knowledge. Communication/stakeholder management. CS Automation (CSA, CAD) req
