ServiceNow Developer (CSM/Now Assist)

Key Responsibilities

• Design, develop, and implement ServiceNow solutions with a focus on CSM module.
• Configure and customize ServiceNow applications including workflows, UI policies, business rules, and client scripts.
• Implement Predictive Intelligence features such as classification, clustering, and recommendation models.
• Leverage Now Assist (AI/GenAI capabilities) to enhance automation, virtual agent performance, and knowledge management.
• Develop and maintain integrations using REST/SOAP APIs, MID Server, and Integration Hub.
• Build and enhance Virtual Agent and chatbot solutions.
• Work on case management, customer portals, and service catalog enhancements.
• Collaborate with stakeholders to gather requirements and translate them into technical solutions.
• Perform system testing, debugging, and optimization of ServiceNow applications.
• Ensure best practices in coding, security, and platform governance.
• Support upgrades, patches, and platform enhancements.

Required Skills

• Strong hands-on experience with ServiceNow development.
• Expertise in Customer Service Management (CSM) module.
• Experience with Predictive Intelligence / Predictive Analytics in ServiceNow.
• Knowledge of Now Assist (GenAI features) in ServiceNow platform.
• Proficiency in JavaScript, Glide API, ServiceNow scripting.
• Experience with REST/SOAP integrations, web services, and third-party system integration.
• Knowledge of Flow Designer, IntegrationHub, and MID Server.
• Familiarity with Virtual Agent and chatbot development.