ServiceNow CSM Developer

Job Title: ServiceNow CSM Developer (Customer Service Management Developer)

Experience: 5+ Years

Location: Hyderabad

Employment Type: Full-Time

About the Role

We are seeking a skilled ServiceNow CSM Developer with strong experience in implementing, customizing, and supporting ServiceNow Customer Service Management (CSM) solutions. The ideal candidate will have hands-on expertise in ServiceNow platform development, workflow automation, integrations, and customer service processes.

In this role, you will work closely with business stakeholders, architects, and platform teams to design and deliver scalable customer service solutions that enhance customer experience, streamline case management, and improve operational efficiency.

Key Responsibilities

ServiceNow CSM Development

• Design, develop, configure, and maintain solutions within the ServiceNow Customer Service Management (CSM) module.
• Customize ServiceNow applications, forms, workflows, business rules, UI policies, client scripts, and service portals.
• Develop and enhance customer service workflows, case management processes, and service request fulfillment solutions.
• Configure and support Customer Service Operations, Case Management, Consumer Service Management, and related CSM capabilities.

Platform Configuration & Customization

• Develop custom applications and modules using ServiceNow best practices.
• Create and maintain:
• Business Rules
• Script Includes
• UI Actions
• Client Scripts
• Flow Designer Flows
• Workflows
• Catalog Items
• Record Producers
• Configure Service Level Agreements (SLAs), notifications, and escalation workflows.

Integration Development

• Design and implement integrations between ServiceNow and external systems using:
• REST APIs
• SOAP Web Services
• IntegrationHub
• MID Server
• Support data synchronization and process automation across enterprise applications.

Case Management & Customer Experience

• Implement and optimize customer service processes and case lifecycle management.
• Configure customer portals and self-service capabilities.
• Enhance agent productivity through workflow automation and intelligent routing.

Automation & Workflow Optimization

• Utilize Flow Designer, IntegrationHub, and workflow automation tools to streamline business processes.
• Identify opportunities to automate repetitive customer service activities.
• Support digital transformation initiatives through platform enhancements.

Reporting & Analytics

• Develop dashboards, reports, and performance analytics for customer service operations.
• Monitor KPIs and service performance metrics.
• Provide insights and recommendations for process improvements.

Support & Maintenance

• Troubleshoot and resolve platform-related issues.
• Participate in production support, upgrades, patching, and release activities.
• Perform root cause analysis and implement preventive solutions.

Collaboration & Agile Delivery

• Work closely with business users, product owners, architects, and developers.
• Participate in Agile ceremonies including sprint planning, stand-ups, reviews, and retrospectives.
• Document technical designs, configurations, and implementation details.

Required Qualifications

Experience

• 5+ years of hands-on experience with the ServiceNow platform.
• Strong experience implementing and supporting ServiceNow Customer Service Management (CSM) solutions.
• Experience working on multiple ServiceNow implementation and enhancement projects.

Technical Skills

• Expertise in:
• ServiceNow CSM
• Flow Designer
• Service Catalog
• Case Management
• Customer Service Portal
• IntegrationHub
• Strong scripting experience using:
• JavaScript
• Glide APIs
• Business Rules
• Script Includes
• Client Scripts
• Experience with REST and SOAP integrations.
• Strong understanding of ServiceNow data model and platform architecture.

Platform Knowledge

• Experience with:
• Incident Management
• Problem Management
• Knowledge Management
• Service Catalog
• Service Portal
• Understanding of ServiceNow platform security and access controls.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).
• ServiceNow CSM Implementation Specialist certification.
• Experience with:
• ITSM
• ITOM
• Service Portal
• Performance Analytics
• Virtual Agent
• Experience integrating ServiceNow with CRM platforms and third-party applications.

Soft Skills

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to work independently and in cross-functional teams.
• Strong customer-focused mindset and attention to detail.