Service Now AI-(CREQ250198)
ServiceNow Configuration Resource: Is responsible for tailoring the GSConnect (ServiceNow CSM) platform to meet the organizations needs. This includes configuring standard features, building custom solutions, integrating with other systems, and ensuring the platform operates efficiently. Ability to blend classic CSM configuration with GenAI capabilities (Now Assist, AI Search, Predictive Intelligence, Virtual Agent) and agentic automation to deliver scalable, secure, and human centered customer service outcomes.
Roles and Responsibilities of the ServiceNow Configuration Resource
Develop tailored applications and modules to address unique business needs that cannot be met with OOTB functionality.
Write and maintain server-side and client-side scripts, business rules, UI actions, and script includes.
Design and implement custom workflows and automation for complex business processes.
Integrations and Data Management
Build and maintain integrations with third-party systems and enterprise tools using APIs, web services, or middleware.
Migrate data from legacy systems into ServiceNow and ensure ongoing data accuracy and integrity.
Establish processes for managing core data elements, such as customer or product data, within the platform.
Collaboration and Stakeholder Engagement
Collaborate with Business Owners, Product Owners, and other stakeholders to understand requirements and translate them into technical solutions.
Provide guidance on ServiceNow capabilities, limitations, and best practices during solution design discussions.
Incorporate user feedback into configuration and development efforts to improve platform usability.
Quality Assurance and Testing
Conduct regular code reviews to ensure quality, maintainability, and adherence to coding standards.
Perform unit testing on all configurations and customizations before deployment.
Assist testing teams in functional, performance, and regression testing to validate that solutions meet requirements.
Tools:
ServiceNow CSM
Agent Workspace
Workflow Editor/Flow Designer
Virtual Agent
Now Assist
AI Search
Predictive Intelligence
IN-TN-Chennai
Full Time
Individual Contributor
Experienced
No
25/03/2026, 7:32:05 AM
Virtusa is a global product and platform engineering services company that makes experiences better with technology. We help organizations grow faster, more profitably, and more sustainably by reimagining enterprises through domain-driven solutions. We combine strategy, design, and engineering, backed by unmatched expertise at the intersection of industry, business, and technology to generate real-world business impact for clients.
Headquartered in Massachusetts with global delivery centers, Virtusa provides a broad range of services, solutions, and assets, including strategy and design, AI advisory and services, digital engineering, data and analytics, digital assurance, cloud and security, cx transformation and managed services across industries such as financial services, healthcare, communications, media, entertainment, travel, manufacturing, and technology.
