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Call :9202551388 Key Responsibilities : - ServiceNow CSM Responsibilities Design, develop, configure, and implement ServiceNow Customer Service Management (CSM) solutions. Gather business requirements and translate them into scalable ServiceNow solutions. Configure CSM applications including: Case Management Consumer Service Portal Knowledge Management Customer Service Workspaces Omnichannel Engagement Agent Workspace Service Catalog Integration Customize forms, workflows, UI Policies, Business Rules, Client Scripts, and Flow Designer. Develop and maintain Service Portal and Employee/Customer Center solutions. Configure SLAs, Assignment Rules, Escalation Rules, and Notifications. Implement customer service processes and best practices aligned with ITIL standards. Now Assist & AI Responsibilities Implement and configure ServiceNow Now Assist capabilities across CSM and ITSM environments. Enable Generative AI features such as: Case Summarization Resolution Notes Generation Knowledge Article Generation Virtual Agent Enhancements Search Summarization Agent Assist Recommendations Configure AI Search and Intelligent Experiences. Collaborate with business stakeholders to identify AI-driven automation opportunities. Ensure governance, security, and compliance of AI implementations. Development & Integration Develop custom applications using App Engine Studio and ServiceNow Studio. Create and maintain REST/SOAP integrations with third-party systems. Utilize Integration Hub and Flow Designer for process automation. Develop Script Includes, Business Rules, UI Actions, ACLs, and Scheduled Jobs. Work with Service Graph Connectors and CMDB integrations where applicable. Participate in platform upgrades and feature adoption. Collaboration & Leadership Lead technical workshops and design sessions. Mentor junior developers and administrators. Collaborate with architects, business analysts, and project managers. Prepare technical design documents and solution architecture artifacts. Support UAT, deployment activities, and post-production stabilization. .