Sr. ServiceNow CSM AI Developer

** Description
* * SailPoint, the industry leader in Identity Security, is looking for an experienced
* Sr.
* * Service Now CSM AI Developer
* to join our cross-functional Service Now team. This individual will be a key team member in our growing and impactful organization as SailPoint continues to scale globally as the industry leader in Identity Security.  This position will report directly to our Service Now Sr. Manager/Technical Architect, and will work as part of our extended global team, supporting solution design, custom development, and platform enhancements for Customer workflows on the Service Now AI platform.

The
* Sr. Service Now CSM AI Developer
* will have at least 3 years of experience implementing, configuring, and managing the Service Now AI platform within the Service Now CSM module. Candidates must have hands on Service Now AI development experience building outcome-focused solutions for large-scale enterprise(s), aligned to leading practices leveraging customer workflows and Now Assist capabilities. As the
* Sr. Service Now CSM AI Developer*, you will work closely with other members of the Service Now team to support the application and build innovative AI-first solutions in a constantly-changing business environment.  Expect to work in cross-functional teams across IT, Customer Support, Professional Services, Revenue Operations, and Engineering in support of the company’s Service Now customer service operations and strategy.

Your primary focus will be interfacing with internal customers to transform requirements into fully functional cross-modular solutions within the Service Now platform.  This includes building custom AI and automation workflows for processes and procedures, custom user interfaces within Service Portal and work spaces, actionable dashboards, integrations with existing data sources and tools. The successful candidate will have a passion for Service Now as the AI workflow engine of the business, be obsessed with elevating customer experiences and have a desire to drive continued adoption of the Service Now AI platform across the organization.

Come make your mark in a high energy environment at one of the most consistently highest rated “best places to work” in Austin over the past 13 years! This is a full-time position based out of India.
*** Must be available to overlap with U.S. Central business hours for a minimum of 3–4 hours daily.**
* ** Job Responsibilities
** Including, but not limited to:
* Design, develop, and deploy Service Now CSM features (Now Assist, case management, account/contact models, work spaces, playbooks, advanced work assignment, platform analytics, support portal and more).
* Configure and customize core CSM components and extend Service Now functionalities using client/server-side scripting, UI policies, business rules, and Flow Designer.
* Collaborate with on-shore architects, product owners, and internal customers to understand requirements and deliver high-quality technical solutions on time.
* Participate in daily stand-ups and sprint ceremonies during CST time zone.
* Contribute to the Service Now platform roadmap and strategy
* Provide tier-2 support and troubleshooting for Service Now incidents and operational requests, along with administration functions such as managing users, workflows, tables, and data
* Build and maintain integrations with third-party tools using REST/SOAP APIs and Integration Hub spokes.
* Design, develop, and deploy Service Now features like Now Assist for CSM/ITSM, Service Portal, AI Search, Virtual Agent, Work spaces, Playbooks, Advanced Work Assignment, Workforce Optimization, Platform Analytics, and more.
* Collaborate with architects, product owners, and internal customers to understand requirements and deliver high-quality technical solutions on time.
* Use a systematic approach and a wide breadth of Service Now platform knowledge to troubleshoot, identify, and solve technical issues
* Utilize tools to regularly monitor and analyze system performance, perform regular maintenance, and proactively take corrective actions as necessary to ensure platform reliability
* Responsible for defining requirements,…