ServiceNow Project Manager/Scrum Master

Job description

Overview We are seeking a seasoned ServiceNow Technical Lead to own the end-to-end design, development, and delivery of solutions across the ServiceNow platform—with a strong emphasis on Customer Service Management (CSM) , Virtual Agent , Integrations , CMDB , and Now Assist (GenAI) capabilities . The ideal candidate will combine deep platform expertise with strong leadership, solution architecture, and stakeholder management skills to drive scalable, secure, and performant implementations that align with business outcomes. Responsibilities • 6+ years of hands-on experience with the ServiceNow platform, including 3+ years in a technical lead or solution architect role. • Proven delivery experience across CSM, Virtual Agent, CMDB, and platform Integrations. • Strong development expertise in JavaScript, Glide API, and core ServiceNow components: Business Rules, Client Scripts, Script Includes, UI Policies/Actions, ACLs, Flow Designer, and Delegated Development. • Solid integration experience using REST/SOAP APIs, OAuth 2.0, MID Server, IntegrationHub, webhooks, and event-based integrations (e.g., Jira, Azure, MS Teams, Slack). • Hands-on CMDB experience including class modeling, CI relationships, reconciliation, discovery sources, and CMDB health KPIs. • Experience designing and configuring Virtual Agent solutions (NLU models, topics, dialog flows, and deflection strategies). • Exposure to Now Assist / GenAI capabilities, including grounding responses using Knowledge and CMDB. • Strong understanding of SDLC, Agile/Scrum, and ServiceNow DevOps practices (Update Sets, App Repository, ATF). Requirements • Excellent communication, stakeholder engagement, and technical documentation skills. • Bachelor's degree. • ServiceNow Certification - Good to Have.