**Description**

**Responsibilities:**

**Customer Service Management (CSM)**

+ Design, configure, and maintain ServiceNow Customer Service Management (CSM) capabilities, including:
+ Case Management
+ Service Operations
+ Knowledge Management
+ Customer Portals and Experience Components
+ Request and Entitlement Management
+ Digital Engagement and Self-Service capabilities
+ Design customer and mission support workflows that improve case resolution, service visibility, and customer experience
+ Develop and maintain service catalogs, workflows, dashboards, reports, and automation supporting customer-facing operations
+ Configure integrations between ServiceNow CSM and enterprise systems using REST APIs, Integration Hub, and approved middleware solutions

**Now Assist Implementation and AI Enablement**

+ Lead the implementation and configuration of ServiceNow Now Assist capabilities supporting CSM and related business ...