Servicenow CSM Developer

• Design, develop, and implement solutions as a Senior ServiceNow Developer with a focus on ServiceNow CSM (Customer Service Management).
• Configure and customize ServiceNow CSM applications, including case management, workflows, and customer service portals.
• Develop and maintain ServiceNow scripts such as Business Rules, Client Scripts, Script Includes, UI Policies, and UI Actions.
• Build and enhance workflows, Flow Designer flows, and automation to streamline customer service operations.
• Work closely with Business Analysts, Architects, and stakeholders to understand requirements and translate them into scalable technical solutions.
• Integrate ServiceNow CSM with other enterprise applications using REST/SOAP APIs and IntegrationHub.
• Customize and enhance Service Portal or Employee/Customer portals to improve the user experience.
• Support platform upgrades, performance optimization, and code reviews to ensure adherence to ServiceNow best practices.
• Participate in testing, troubleshooting, and resolving production issues related to CSM implementations.
• Maintain proper technical documentation and development standards.

Why you will love this role

• Opportunity to work on enterprise-level ServiceNow CSM implementations.
• Exposure to customer experience transformation initiatives.
• Collaborative work environment with architects, developers, and product teams.
• Ability to build innovative digital workflows and automation for customer service operations.
• Opportunities for career growth and ServiceNow certification advancement.

We would like you to bring along

• 5+ years of experience as a ServiceNow Developer, with strong focus on ServiceNow CSM development.
• Hands-on experience configuring and developing Customer Service Management (CSM) solutions.
• Strong knowledge of JavaScript, Glide API, ServiceNow scripting, and platform development best practices.
• Experience with Flow Designer, Business Rules, Client Scripts, Script Includes, and UI customization.
• Experience building integrations using REST/SOAP APIs and IntegrationHub.
• Experience with Service Portal or Customer Portal customization.
• Strong understanding of ITSM or customer service workflows within the ServiceNow platform.
• Good communication and collaboration skills to work with cross-functional teams.

Good-to-have skills

• Experience with ServiceNow ITSM or other ServiceNow modules.
• Familiarity with CMDB concepts and data structures.
• Exposure to Agile / Scrum development methodologies.
• Experience with ServiceNow platform upgrades and performance tuning.
• ServiceNow certifications such as CSA or CSM-related certifications.