Technology Lead - ServiceNow (CSM, Integration & AI)

Prodapt Solutions; Hyderabad, Gurugram District, Bengaluru; Hybrid; INR 3,000,000 - 4,500,000; Full time

Job summary

Prodapt Solutions in Hyderabad is seeking a Technology Lead to own the technical delivery of a ServiceNow workstream spanning CSM, Integration, and AI capabilities. You will bridge solution design and hands-on execution, leading a team of engineers and ensuring sprint quality.

You will engage client stakeholders on requirements and designs, define integration patterns, evaluate AI capabilities, and drive release readiness with QA and Architecture teams.

Qualifications

• End-to-end CSM solution design and delivery
• Lead a team of engineers and manage sprint delivery
• Engage with client stakeholders for requirements and design
• Define integration patterns and API governance
• Govern AI capabilities and responsible AI considerations

Responsibilities

• Own technical solution design for CSM, Integration, and AI features within the workstream.
• Lead a team of 3-6 engineers: assign stories, review designs, and unblock technical issues.
• Run technical discussions with client stakeholders to clarify requirements, validate designs, and manage scope.
• Coordinate with QA, UAT, and Architecture teams to ensure 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.

Skills

ServiceNow CSM

Integration

AI / Intelligent Automation

Technical delivery leadership

Education

Bachelor's or Master's degree in Computer Science or Information Technology

ServiceNow CIS-CSM certification

ServiceNow CAD (Certified Application Developer) or equivalent integration-focused certification

Job description

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