ServiceNow Developer (Nowassist)

As a ServiceNow Developer – CRM, AI & Intelligent Workflow Automation, you will design, configure, and develop advanced solutions on the ServiceNow platform, focusing on Customer Service Management, CRM workflows, AI-driven automation, customer operations, and digital workflow transformation.

You will work with architects, consultants, business stakeholders, and customer operations teams to translate business requirements into scalable, secure, and maintainable ServiceNow solutions using Now Assist, AI Agents, GenAI workflows, CSM capabilities, CMDB/CSDM, omnichannel engagement, and enterprise integrations.

Key Responsibilities

• Design, configure, and develop ServiceNow solutions across CRM, CSM, enterprise workflow modules, and custom applications.
• Develop CSM workflows including case management, customer interaction management, omnichannel engagement, knowledge management, service request automation, and customer self-service portals.
• Implement intelligent customer workflows using Now Assist GenAI Skills and AI Agents.
• Configure workflows, business rules, client scripts, UI policies, script includes, catalogs, and integrations.
• Develop AI-powered customer support automation and conversational workflow solutions.
• Build and maintain scoped applications using ServiceNow Studio.
• Develop REST/SOAP, IntegrationHub, MID Server, and external CRM or enterprise integrations.
• Support CMDB, CI lifecycle management, CSDM-aligned service modeling, platform upgrades, releases, deployment, UAT, and post-production stabilization.
• Conduct testing, debugging, defect resolution, troubleshooting, peer reviews, and technical discussions.
• Contribute to reusable CRM workflow frameworks, accelerators, automation assets, and development governance standards.

Required Experience and Capabilities

• 5+ years of relevant ServiceNow platform development experience.
• Expertise in CRM/CSM workflows, intelligent workflow automation, enterprise integrations, CMDB/CSDM implementations, and AI-powered ServiceNow capabilities.
• Strong knowledge of JavaScript, Glide APIs, Flow Designer, Script Includes, Business Rules, Client Scripts, UI Policies, and IntegrationHub.
• Strong experience with ServiceNow CSM and related modules including ITSM, Service Catalog, HRSD, ITOM, and custom applications.
• Experience with case management, customer lifecycle workflows, omnichannel support, customer self-service, and knowledge-driven support automation.
• Experience with Now Assist, GenAI Skills, AI Agents, agentic workflows, AI Search, and Predictive Intelligence.
• Working knowledge of CMDB architecture, CSDM, CI relationships, and Service Mapping.
• Familiarity with A2A and MCP-based AI integration approaches is an advantage.
• Understanding of scoped applications, update sets, and CI/CD.