ServiceNow CSM

Note- Apply if available for F2F interview on 5 Sep in Hyderabad

Key Responsibilities:

• Develop and implement ServiceNow CSM modules including Case Management, Customer Service Portal, and Knowledge Management
• Configure case workflows, SLAs, entitlements, and customer lifecycle processes
• Build and customize Service Portals / Employee Center for customer interactions
• Develop solutions using Business Rules, Client Scripts, Script Includes, UI Policies, and Flow Designer
• Integrate ServiceNow with external systems using REST/SOAP APIs
• Configure Omnichannel features (Email, Chat, Virtual Agent)
• Create dashboards and reports for customer service performance and insights.

Required Skills:

• Hands-on experience in ServiceNow CSM module
• Strong knowledge of case management, SLAs, and customer workflows
• Proficiency in JavaScript and ServiceNow scripting
• Experience with Service Portal / UI Builder
• Understanding of ITSM concepts and integrations
• ServiceNow certifications (CSA / CAD / CISCSM preferred)