Senior ServiceNow AI & CSM Developer

Role Overview

DataLunix is looking for a Senior ServiceNow CSM + GenAI Developer to lead enterprise CSM implementations with a strong focus on AI-driven capabilities. You will design and deliver scalable ServiceNow solutions integrating Now Assist, AI Agents, Virtual Agent, and Generative AI — directly impacting customer experience and operational efficiency for our enterprise clients.

Immediate joiners preferred (15 days or less).

Key Responsibilities

• Design, develop, and implement ServiceNow CSM solutions including platform configuration, custom development, and workflow automation
• Build and configure AI capabilities: Now Assist (Case Summarization, Reply Drafts, Next-Best Actions), AI Agents, Virtual Agent, Agent Assist, and AI Search
• Configure Generative AI Controller integrations with LLM providers; define AI guardrails, prompt templates, and governance policies
• Develop REST API integrations with third-party systems and lead data migration from legacy platforms
• Create Business Rules, Script Includes, UI Actions, Client Scripts, and Flow Designer workflows
• Conduct code reviews, unit testing, and support ATF-based automated testing
• Manage deployments across Dev, Test, and Production environments
• Mentor junior developers and maintain technical documentation

Required Skills

• 7+ years of ServiceNow development experience
• Strong hands-on expertise in ServiceNow CSM and platform development
• Experience with Now Assist, AI Agents, Virtual Agent, and AI Search
• Proficiency in JavaScript (Glide API), REST APIs, Flow Designer, and ATF
• Experience with Prompt Engineering: context management, grounding strategies, reusable prompt libraries
• Familiarity with Generative AI Controller and LLM integrations within ServiceNow

Required Certifications

• ServiceNow CSA
• ServiceNow CAD
• CIS-CSM

Preferred

• Now Assist / GenAI Certifications
• Predictive Intelligence or Virtual Agent Certifications
• Experience with Workflow Data Fabric