Technology Lead - ServiceNow (CSM, Integration & AI)

Role Summary

The Technology Lead owns the technical delivery of a ServiceNow workstream spanning CSM, Integration, and AI capabilities. This role bridges solution design and hands-on execution: leading a team of engineers, driving technical decisions, engaging with client stakeholders on requirements and design, and ensuring delivery quality across the sprint cycle.

Key Responsibilities

• Own technical solution design for CSM, Integration, and AI features within the workstream, aligned to the overall architecture.
• Lead a team of 3-6 engineers: assign stories, review designs and code, and unblock technical issues.
• Run technical discussions with client stakeholders to clarify requirements, validate designs, and manage scope.
• Define integration patterns (synchronous/asynchronous, eBonding, Integration Hub vs. custom REST) for the workstream.
• Evaluate and approve use of AI capabilities (Virtual Agent, Predictive Intelligence, Now Assist) against business use cases.
• Own sprint-level delivery quality: code reviews, ATF test coverage, defect triage, and release readiness.
• Coordinate with QA, UAT, and Architecture teams to ensure the workstream’s deliverables meet non-functional and compliance requirements.
• Report workstream status, risks, and dependencies to the Technical Architect and Program Leadership.
• Contribute to capability-building: identify training needs within the team and mentor Lead Engineers.

Required Skills & Expertise

ServiceNow Customer Service Management (CSM)

• End-to-end CSM solution design: case management, Agent Workspace, Advanced Work Assignment, Major Issue Management
• Playbook strategy and governance across multiple use cases
• CSM data model design decisions (Accounts/Contacts/Consumers/Entitlements)
• Customer Service Portal configuration and UX considerations
• CSM-to-FSM/ITSM handoff design (e.g., case-to-work-order, case-to-incident)
• Proactive Customer Service Operations concepts and applicability

Integration

• Integration architecture decisions: Integration Hub, Scripted REST, MID Server, eBonding
• Design of bidirectional sync patterns with external ticketing/CRM/ERP systems
• API governance: versioning, error handling, retry/idempotency patterns
• Security design for integrations: OAuth flows, certificate-based auth, IP allowlisting
• Experience leading at least one multi-system integration end-to-end (design through go-live)

AI / Intelligent Automation

• AI solution design: matching Virtual Agent, Predictive Intelligence, and Now Assist capabilities to business problems
• Evaluating AI feature trade-offs (accuracy, data readiness, change management) with client stakeholders
• Governance over AI Search and Now Assist skill rollout within CSM/Integration scope
• Working knowledge of model training/tuning cycles for Predictive Intelligence
• Awareness of responsible-AI considerations (data privacy, bias, explainability) in client conversations

Preferred / Good to Have

• ServiceNow CIS-CSM and CIS-Integration (or equivalent) certifications
• Experience managing workstreams in T&M, Capacity, and Fixed-Price contract models
• Prior client-facing delivery leadership in a telecom, BFSI, or similar regulated vertical
• Exposure to TM Forum frameworks (eTOM, SID) where CSM intersects with telecom order/service management

Educational Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field
• ServiceNow CIS-CSM certification required
• ServiceNow CAD (Certified Application Developer) or equivalent integration-focused certification preferred

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