Senior Specialist - Package Implementation

Job Title Senior ServiceNow CSM Order Management Developer AI Now Assist Specialist Job Summary We are seeking a highly skilled ServiceNow professional with expertise in Customer Service Management CSM Order Management OM and ServiceNow AI capabilities to support largescale digital transformation initiatives The candidate will design develop and implement ServiceNow CSM and OM solutions while helping business stakeholders identify and realize opportunities through AI Agentic AI Now Assist and workflow automation The role requires strong functional and technical expertise stakeholder engagement skills and the ability to drive innovation through ServiceNows AI platform Key Responsibilities ServiceNow CSM OM Development Design configure and customize ServiceNow CSM and Order Management solutions Develop workflows flows business rules integrations UI Builder components and automation capabilities Implement endtoend order lifecycle processes including order capture fulfillment orchestration and customer communication Configure Product Catalogs Service Catalogs Case Management Entitlements SLAs and Workspaces Support platform upgrades enhancements and production deployments AI Automation Identify business use cases where AI can accelerate delivery and operational efficiency Design and implement solutions leveraging ServiceNow Now Assist AI Agents Agentic Workflows Generative AI capabilities Predictive Intelligence Virtual Agent RAGbased solutions Build custom AI skills prompts actions and workflow integrations Collaborate with business stakeholders to infuse AI into business processes from design phase onwards Stakeholder Engagement Work directly with business teams Product Owners BAs Architects and Delivery Teams Conduct workshops to identify optimization and automation opportunities

Provide recommendations on ServiceNow AI adoption strategy and roadmap

Mentor teams on AI best practices and emerging ServiceNow capabilities

Innovation Thought Leadership

Lead Proof of Concepts PoCs and innovation initiatives

Evaluate emerging ServiceNow AI features and recommend implementation strategies

Drive continuous improvement and automation opportunities within existing processes

Required Skills

ServiceNow

ServiceNow CSM

ServiceNow Order Management OM

Flow Designer

Integration Hub

UI Builder

App Engine

Service Portal Employee Center

Business Rules Script Includes Client Scripts

RESTSOAP Integrations

AI Automation

ServiceNow Now Assist

AI Agents

Agentic AI Workflows

Generative AI

Predictive Intelligence

Virtual Agent

Prompt Engineering

AI Search Knowledge Management Technical Skills JavaScript REST APIs JSONXML Integration design patterns AIassisted development practices Preferred Experience Experience implementing ServiceNow CSM and OM in enterprise environments Experience with ServiceNow AI Platform and Now Assist implementations Handson experience designing Agentic AI workflows Experience creating RAGbased solutions and AIdriven business process automation Experience working with telecom travel airline or large enterprise customers Experience conducting customer workshops and business consulting engagements Qualifications 8 years of overall ServiceNow experience 5 years of handson experience in ServiceNow CSM 3 years of experience in ServiceNow Order Management 1 years of experience with ServiceNow Now Assist AI capabilities ServiceNow CSA certification mandatory CISCSM certification preferred CISOrder Management certification preferred ServiceNow AINow Assist related certifications preferred Ideal Candidate Profile: The ideal candidate combines the technical depth of a senior ServiceNow developerarchitect with the innovation mindset of an AI consultant They should be capable of working directly with business stakeholders to identify opportunities for velocity improvement automation and AI adoption while delivering scalable solutions using ServiceNow CSM OM and Now Assist capabilities

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