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

Hey there!
It’s an amazing time to join Digicode as we continue empowering as many innovators as possible to change the world. We deliver outstanding technology consulting, R&D, design, and software development services in the USA, UK, and EU markets. This is where you come in.

Join a strategic digital transformation initiative for a leading Swiss enterprise, focused on expanding AI-driven capabilities within the ServiceNow platform. The project centers on implementing Case Management and Customer Service Management (CSM) solutions while leveraging Now Assist (GenAI) to automate service desk operations, optimize business workflows, and improve user experience. You’ll collaborate closely with business stakeholders, service desk teams, and solution architects to design and deliver intelligent.

Responsibilities:
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

Requirements:
5+ years of hands-on ServiceNow experience
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

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

What To Expect From Digicode?
🌎 Work from Anywhere: From an office, home, or travel continuously if that’s your thing. Everything we do is online. As long as you have the Internet and your travel nomad lifestyle doesn’t affect the work process (you meet all deadlines and are present at all the meetings), you’re all set.
💼 Professional Development: We offer great career development opportunities in a growing company, international work environment, paid language classes, conference and education budget, & internal 42 Community training.
🧘‍♂️ Work-life Balance: We provide employees with 18+ paid vacation days and paid sick leave, flexible schedule, medical insurance for employees and their children, monthly budget for things like a gym or pool membership.
🙌 Culture of Openness: We’re committed to fostering a community where everyone feels welcome, seen, and heard, with minimal bureaucracy, and a flat organization structure.
And, also, corporate gifts, corporate celebrations, free food & snacks, play & relax rooms for those who visit the office.
Did we catch your attention? We’d love to hear from you! 🚀
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