Senior ServiceNow Consultant (Case Management / CSM / Now Assist / AI)

REQUIREMENTS

Strong experience with Customer Service Management (CSM) and/or Case Management
Experience configuring Now Assist (GenAI), AI prompts, and AI-driven workflows
Strong knowledge of Flow Designer and workflow automation
Experience implementing Virtual Agent
Ability to work directly with business stakeholders and gather functional requirements
Experience delivering end-to-end ServiceNow solutions in enterprise environments
Strong understanding of Agile/Scrum methodologies
English – Upper-Intermediate (B2+) or higher

DESIRABLE REQUIREMENTS

Experience with Knowledge Management (Case-to-Knowledge)
Experience with Employee Center and HR Service Delivery (HRSD)
German language
Experience supporting SAP SuccessFactors integrations or HR transformation initiatives
ServiceNow CSA certification
CIS-CSM certification
Now Assist / GenAI micro-certifications

FUNCTIONS

Design, configure, and implement ServiceNow Case Management and CSM solutions
Configure and optimize Now Assist (GenAI) capabilities, including prompt engineering and AI use cases
Develop workflow automation using Flow Designer, including approval process optimization
Configure Virtual Agent and conversational AI solutions
Collaborate with business stakeholders to identify automation opportunities and translate requirements into scalable ServiceNow solutions
Lead workshops and support AI use-case discovery and implementation
Configure and customize ServiceNow applications following platform best practices
Participate in Agile ceremonies, sprint planning, and solution design discussions
Produce technical documentation and support knowledge sharing across the team

WE OFFER

• Professional and personal development.
• Opportunity to participate in the projects remotely.
• Loyalty program.

ABOUT PROJECT

Digicode is a custom software, mobile app and next generation global technologies development company based in Dallas Texas, with development centers in the US, Slovakia & Ukraine.