ServiceNow CSM Administrator

We are seeking an experienced ServiceNow Platform Engineer with deep expertise in Customer Service Management (CSM) and exposure to Now Assist (AI) capabilities. The ideal candidate will manage, optimize, and automate ServiceNow instances across multiple client environments in a Managed Services (MSP) delivery model. The role involves end-to-end platform ownership, automation design, CSM configuration, integrations, and stakeholder engagement—ensuring stable operations, continuous improvement, and measurable client value.

* 6–8+ years of hands-on experience as a ServiceNow Administrator / Engineer, including 3+ years of production-level CSM experience.

* Strong proficiency in:

  * ServiceNow Administration & Configuration (users, roles, ACLs, CMDB, tables, catalogs, SLAs, notifications).

  * CSM Modules (case management, entitlements, playbooks, workspaces, knowledge base, dashboards, and portals).

  * Automation tools — Flow Designer, IntegrationHub, ATF, and orchestration.

  * Integrations — REST/SOAP APIs, MID Server, webhooks.

  * JavaScript, Glide APIs, UI Policies/Actions, and Client/Server scripts.

* Proven experience managing instance upgrades, update sets, cloning, and platform lifecycle governance.

* Strong understanding of ITIL v4 processes, change/release management, and secure configuration practices.

* Excellent communication skills to engage with cross-functional teams and clients.

* Practical exposure to Now Assist (AI) use cases such as agent assist, summarization, and search optimization.

* Experience with Performance Analytics, KPI dashboards, and SLA/OLA tracking.

* Background in multi-environment or MSP delivery setups.

* Knowledge of prompt governance, data privacy, and content guardrails for AI-driven workflows.

* Familiarity with Git-based update set governance and Jira/Azure Boards for Agile delivery.

* Experience supporting after-hours upgrades or release deployments.

* Education: BE/B.Tech in Computer Science, IT, or related discipline.

* Experience: 6–8+ years overall; 3+ years in CSM module implementation and administration.

* Certifications:

  * Required: ServiceNow CSA (Certified System Administrator)

  * Preferred: CIS–CSM, CAD, or CIS–ITSM; ITIL® 4 Foundation; micro-certs in Flow Designer, IntegrationHub, ATF, or PA

* Work Model: Agile/Scrum environment; occasional after-hours support during upgrades or major releases.