Senior ServiceNow CSM Developer & AI‑Driven Workflow Architect – Leading Enterprise Customer Experience Transformation at brighthush

Welcome to brighthush – Where Customer Experience Meets Cutting‑Edge Innovation

At brighthush, we don’t just build software; we architect the future of customer engagement. Our mission is to empower global leaders across public sector, finance, healthcare, and retail to deliver seamless, intelligent, and human‑centered experiences. By marrying ServiceNow’s powerful platform with AI, generative models, and omnichannel strategies, we help our clients transform complex service operations into agile, data‑driven ecosystems that delight customers and drive measurable business outcomes.

Why brighthush is the Ideal Place for Your Next Career Move

We’re a high‑velocity, high‑impact organization that thrives on collaboration, continuous learning, and a relentless focus on value. If you’re passionate about building intelligent solutions that touch millions of lives, brighthush offers:

• Access to the latest ServiceNow releases and a dedicated sandbox environment for rapid experimentation.
• Mentorship from seasoned architects and a culture that rewards knowledge sharing.
• Hands‑on work with AI‑powered workflows, generative AI, and omnichannel engagement.
• Competitive compensation, comprehensive health benefits, and a flexible work‑from‑home policy.
• Annual learning budget, conference sponsorships, internal hackathons, and a vibrant community of innovators.

Role Overview – Senior ServiceNow CSM Developer & AI‑Driven Workflow Architect

As a senior technical leader at brighthush, you will spearhead the design, configuration, and continuous enhancement of customer service solutions on the ServiceNow platform. You will partner with business stakeholders, product owners, UX designers, and integration teams to modernize customer operations, automate workflows, and elevate agent productivity. Your work will directly shape how thousands of customers interact with our clients’ brands, ensuring seamless, AI‑enhanced experiences across web, mobile, and voice channels.

Key Responsibilities

• Lead the design and development of ServiceNow CSM applications, including Case Management, Knowledge Management, Agent Workspace, and Customer Service Portals.
• Architect and implement omnichannel engagement solutions that integrate with telephony, CCaaS, and social media platforms.
• Build scalable, reusable workflows using Flow Designer, IntegrationHub, and custom scripts (Business Rules, Script Includes, Client Scripts).
• Develop and refine AI‑powered capabilities such as Virtual Agents, Now Assist, Predictive Intelligence, and AI Search to enhance self‑service and agent assistance.
• Collaborate with UX teams to translate user stories into intuitive UI Builder and Service Portal components.
• Integrate ServiceNow with external systems via REST/SOAP APIs, webhooks, and middleware (Mulesoft, Dell Boomi).
• Participate in Agile ceremonies: sprint planning, backlog grooming, demos, and retrospectives.
• Ensure high‑quality releases through rigorous testing, automated CI/CD pipelines, and performance tuning.
• Document technical designs, implementation guides, and knowledge transfer materials for internal and client teams.
• Maintain adherence to ServiceNow development standards, security best practices, and governance frameworks.
• Mentor junior developers and foster a culture of continuous improvement.
• Other duties as assigned to support business objectives.

Essential Qualifications

• Minimum 3 years of hands‑on ServiceNow development experience.
• Proven track record in implementing or supporting ServiceNow Customer Service Management (CSM).
• Deep understanding of ServiceNow platform architecture, including tables, data model, and security model.
• Strong proficiency in JavaScript, Flow Designer, IntegrationHub, REST/SOAP APIs, UI Builder, and Agent Workspace.
• Experience writing Business Rules, Script Includes, Client Scripts, UI Policies, and ACLs.
• Hands‑on experience with Agile/SAFe delivery environments.
• Excellent analytical, troubleshooting, and communication skills.
• Ability to collaborate effectively with both technical and non‑technical stakeholders.

Preferred Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related field.
• Experience with ServiceNow Now Assist for CSM and generative AI capabilities.
• Hands‑on development of AI Agents, Virtual Agents, or conversational AI workflows.
• Familiarity with AI Search, Predictive Intelligence, Agent Assist, and knowledge recommendation engines.
• Integration experience with CCaaS or telephony platforms such as Amazon Connect, Genesys, Five9, NICE, or Cisco Contact Center.
• Background in omnichannel customer engagement and CX modernization initiatives.
• Knowledge of knowledge management best practices and AI grounding techniques.
• Experience with Field Service Management (FSM), ITSM, HRSD, or Integrated Risk Management (IRM) modules.
• Experience supporting enterprise‑scale ServiceNow implementations in regulated environments (federal, healthcare, finance).
• Exposure to DevSecOps, human‑centered design, and continuous improvement methodologies.

Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist – Customer Service Management (CIS‑CSM)

Skills & Competencies for Success

• Strategic thinking and the ability to translate business goals into technical solutions.
• Strong problem‑solving skills with a data‑driven mindset.
• Excellent communication and stakeholder management abilities.
• Proficiency in modern development practices: CI/CD, automated testing, and DevSecOps.
• Adaptability to rapidly evolving technologies and the ability to learn quickly.
• Team leadership and mentorship capabilities.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. You will:

• Progress from Senior Developer to Lead Architect or Technical Program Manager.
• Lead cross‑functional teams on large‑scale ServiceNow transformations.
• Earn advanced certifications (e.g., ServiceNow Certified Advanced System Administrator, AI & Machine Learning).
• Participate in internal innovation labs and contribute to open‑source ServiceNow projects.
• Receive mentorship from senior leaders and access to a global network of experts.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and empowerment. Our teams work in a hybrid model, with flexible hours and remote options. We celebrate diversity, encourage creative problem‑solving, and reward results. Regular team socials, hackathons, and knowledge‑sharing sessions keep the energy high and the learning continuous.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers:

• Competitive base salary aligned with market benchmarks.
• Performance‑based bonuses and equity options.
• Comprehensive health, dental, and vision plans.
• 401(k) matching and retirement planning resources.
• Paid time off, sick leave, and parental leave.
• Flexible work arrangements and a generous remote‑work stipend.
• Annual learning budget, conference sponsorships, and professional development courses.
• Wellness programs, gym memberships, and mental health support.

Security Clearance

• Ability to obtain and maintain a Public Trust clearance.
• U.S. citizenship required for government contract roles.

Equal Opportunity Employer

brighthush is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristic protected by applicable law.

We are committed to providing reasonable accommodations to individuals with disabilities. If you need an accommodation during the application process, please email your request to [email protected] with the subject line “Accommodation Request” and include your name, contact information, and a description of your request.

Ready to Make an Impact?

If you are passionate about building intelligent, customer‑centric solutions and thrive in a fast‑paced, collaborative environment, we want to hear from you. Join brighthush and help shape the future of customer service for some of the world’s most influential organizations.