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Birlasoft Limited
ServiceNow CSM Technical Architect
Join Birlasoft Limited as a ServiceNow CSM Technical Architect in Noida. Lead CSM implementations, design AI solutions, and mentor teams. 7+ years in ServiceNow required.
Consulting
Senior
ServiceNow Role Type:
Application Developer
ServiceNow Modules:
Customer Service Management
Virtual Agent
ServiceNow Certifications (nice to have):
Job description
Posted on:
August 7, 2025
The ServiceNow CSM & AI Enablement Architect will be responsible for leading end-to-end implementation of ServiceNow CSM, designing and deploying AI-powered solutions, and ensuring platform architecture, data modeling, and performance optimization. The role involves mentoring developers and leading workshops to ensure best practices and compliance.
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.
- Integrate Agentic AI features into customer service operations.
- Define and enforce best practices for platform architecture, data modeling, and performance optimization.
- Lead technical workshops, solution design sessions, and stakeholder presentations.
- Mentor developers and junior architects.
- End to end implementation of Service Operations Workspace (SOW).
Requirements Summary
7+ years ServiceNow CSM experience, 2+ full-cycle implementations, and hands-on experience with Now Assist, Virtual Agent, and GenAI features
