ServiceNow Technical Lead – Customer Service Management (CSM)

Expertrons Delhi; Dadri; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Expertrons Delhi is looking for a highly skilled ServiceNow Technical Lead with over 7 years of experience. You'll design and optimize enterprise-grade solutions, leading customer transformations and implementing ServiceNow CSM capabilities.

The ideal candidate has deep expertise in ServiceNow, strong JavaScript skills, and experience in Agile/Scrum frameworks. You will collaborate with various stakeholders to drive technical excellence within manufacturing operations.

Qualifications

• Minimum 7+ years of dedicated technical experience in the ServiceNow ecosystem.
• Hands-on experience deploying complex ServiceNow CSM modules.
• Demonstrated experience with ServiceNow Now Assist or implementing Generative AI frameworks.

Responsibilities

• Lead the end-to-end technical design and deployment of ServiceNow solutions.
• Drive the strategy and implementation of advanced CSM capabilities.
• Architect integrations between ServiceNow and external enterprise systems.

Skills

ServiceNow CSM

JavaScript

Agile/Scrum

Integration Hub

REST/SOAP APIs

Tools

ServiceNow

Salesforce

SAP

Job description

Overview

Role Overview: We are seeking a highly skilled ServiceNow Technical Lead with 7+ years of deep platform experience to design, build, and optimize enterprise-grade solutions. The role champions 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. You will serve as the bridge between business strategy and technical execution, leading a team of developers to deliver robust, scalable, and highly automated workflows.

Responsibilities

• Lead the end-to-end technical design, architecture, and deployment of ServiceNow solutions, ensuring alignment with platform best practices, scalability, and security standards.
• Drive the strategy and implementation of advanced CSM capabilities including Case Management, Omni-channel Integration, Customer Central, Playbooks, and Configurable Workspaces.
• Architect and configure ServiceNow Now Assist (GenAI) across CSM and core workflows for intelligent search, case summarization, automated resolution generation, and conversational AI.
• Apply industry-specific expertise to align ServiceNow workflows with manufacturing business lines — asset lifecycles, contract compliance, supply chain communications, and distributor/partner relations.
• Lead a team of developers and configurators; perform rigorous code reviews and maintain update set / update branch governance.
• Architect seamless integrations between ServiceNow and external enterprise systems (SAP, Salesforce, legacy ERPs, manufacturing systems) using Integration Hub, REST/SOAP APIs, and MID Servers.
• Partner with Product Owners, Business Analysts, and executive leadership to translate complex functional requirements into clear technical roadmaps and epics.

Qualifications & 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

• 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

Skills: csm,servicenow,servicenow csm