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 … 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 ...