ServiceNow Technical Lead Customer Service Management (CSM)

As a highly skilled ServiceNow Technical Lead with over 7 years of deep platform experience, your role will involve designing, building, and optimizing enterprise-grade solutions. You will champion customer-facing and operational transformation by leading the architecture and implementation of ServiceNow Customer Service Management (CSM), driving GenAI capabilities through Now Assist, and scaling solutions within Manufacturing Commercial Operations (MCO) frameworks. Your key responsibilities will include: - Leading the end-to-end technical design, architecture, and deployment of ServiceNow solutions, ensuring alignment with platform best practices, scalability, and security standards. - Driving the strategy and implementation of advanced CSM capabilities including Case Management, Omni-channel Integration, Customer Central, Playbooks, and Configurable Workspaces. - Architecting and configuring ServiceNow Now Assist (GenAI) across CSM and core workflows for intelligent search, case summarization, automated resolution generation, and conversational AI. - Applying industry-specific expertise to align ServiceNow workflows with manufacturing business lines asset lifecycles, contract compliance, supply chain communications, and distributor/partner relations. - Leading a team of developers and configurators; performing rigorous code reviews and maintaining update set / update branch governance. - Architecting seamless integrations between ServiceNow and external enterprise systems (SAP, Salesforce, legacy ERPs, manufacturing systems) using Integration Hub, REST/SOAP APIs, and MID Servers. - Partnering with Product Owners, Business Analysts, and executive leadership to translate complex functional requirements into clear technical roadmaps and epics. In order to excel in this role, you should possess the following skills and experience: - Minimum 7+ years of dedicated technical experience in the ServiceNow ecosystem with a proven track record as a Tech Lead or Architect. - Hands-on experience deploying complex ServiceNow CSM modules, resolving complex workflow issues, and establishing advanced customer portals. - Demonstrated experience with ServiceNow Now Assist or implementing Generative AI frameworks, Predictive Intelligence, and Virtual Agent within the platform. - Prior experience within Manufacturing Commercial Operations (MCO) or a heavy industrial vertical, mapping manufacturing workflows to enterprise software. - Mastery of JavaScript, Glide API, Script Includes, Business Rules, Client Scripts, and Flow Designer. - Experience with Service Portal / Employee Center development (HTML, CSS, AngularJS). - Strong experience with Domain Separation and instance security hardening. - Strong proficiency in Agile/Scrum delivery frameworks. Preferred Certifications (one Or More Highly Desirable): - ServiceNow Certified System Administrator (CSA) - Certified Implementation Specialist Customer Service Management (CIS-CSM) - ServiceNow Certified Application Developer (CAD) - Micro-Certifications in Now Assist / Generative AI application development This job requires expertise in CSM, ServiceNow, and ServiceNow CSM. As a highly skilled ServiceNow Technical Lead with over 7 years of deep platform experience, your role will involve designing, building, and optimizing enterprise-grade solutions. You will champion customer-facing and operational transformation by leading the architecture and implementation of ServiceNow Customer Service Management (CSM), driving GenAI capabilities through Now Assist, and scaling solutions within Manufacturing Commercial Operations (MCO) frameworks. Your key responsibilities will include: - Leading the end-to-end technical design, architecture, and deployment of ServiceNow solutions, ensuring alignment with platform best practices, scalability, and security standards. - Driving the strategy and implementation of advanced CSM capabilities including Case Management, Omni-channel Integration, Customer Central, Playbooks, and Configurable Workspaces. - Architecting and configuring ServiceNow Now Assist (GenAI) across CSM and core workflows for intelligent search, case summarization, automated resolution generation, and conversational AI. - Applying industry-specific expertise to align ServiceNow workflows with manufacturing business lines asset lifecycles, contract compliance, supply chain communications, and distributor/partner relations. - Leading a team of developers and configurators; performing rigorous code reviews and maintaining update set / update branch governance. - Architecting seamless integrations between ServiceNow and external enterprise systems (SAP, Salesforce, legacy ERPs, manufacturing systems) using Integration Hub, REST/SOAP APIs, and MID Servers. - Partnering with Product Owners, Business Analysts, and executive leadership to translate complex functional requirements into clear technical roadmaps and epics. In order to excel in this role, you should possess the