Job Description:
Job Title: ServiceNow CSM Developer
Key Responsibilities
- Design, configure, and customize ServiceNow CSM modules including:
- Case Management, Agent Workspace, Account & Contact Management, Entitlements, and Service Contracts.
- Develop custom CSM applications, components, and scoped apps to meet business requirements.
- Create and maintain integrations with CRM, ERP, and other third-party systems using REST/SOAP APIs, IntegrationHub, Web Services, and MID Server.
- Build and automate customer workflows using Flow Designer, Business Rules, and Scripting.
- Develop and maintain UI pages, client scripts, UI actions, UI policies, and Script Includes.
- Enhance and customize Service Portal / Customer Portal experiences for end users.
- Collaborate with business analysts, architects, and stakeholders to translate business needs into technical solutions.
- Implement performance optimization, access control (ACLs), and data security best practices.
- Participate in platform upgrades, patching, and troubleshooting to ensure stability and reliability.
- Document technical solutions, conduct peer code reviews, and support continuous improvement.
Required Skills & Qualifications
- 6–10 years of ServiceNow development experience with strong focus on Customer Service Management (CSM).
- Proficiency in JavaScript, Glide scripting, and ServiceNow server/client scripting.
- Strong knowledge of CSM data models, case lifecycle, and customer workflows.
- Experience integrating ServiceNow with CRM tools (e.g., Salesforce, Dynamics), ERP, or external ticketing systems.
- Experience developing custom applications using ServiceNow Studio and Scoped Apps.
- Hands-on experience with Flow Designer, IntegrationHub, and Service Portal.
- Familiarity with account and contact management, entitlements, SLAs, and knowledge base within CSM.
- Good understanding of ITIL, customer service best practices, and digital workflows.
- Strong analytical, problem-solving, and communication skills.
Must have :
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- ServiceNow Certified Implementation Specialist – CSM
- Experience with Virtual Agent, Predictive Intelligence, and Case Deflection.
Preferred / Nice-to-Have
- Exposure to DevOps tools, Git, and CI/CD pipelines for ServiceNow.
- Understanding of customer engagement analytics and performance metrics.
Soft Skills
- Excellent communication and teamwork abilities.
- Strong documentation and technical writing skills.
- Detail-oriented with a focus on quality and performance.
- Ability to manage multiple priorities and adapt to changing requirements.
- Self-motivated, proactive, and collaborative.
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