Job Title
ServiceNow Developer (CSM),29108
Employment Type
Full-Time
Experience
69 years total experience
5+ years in ServiceNow development
2+ years hands-on with ServiceNow Customer Service Management (CSM)
Location
Multiple locations across India
Job Summary
We are seeking an experienced
ServiceNow Developer with strong expertise in Customer Service Management (CSM) to design, develop, and optimize customer-centric solutions on the ServiceNow platform. The role requires deep technical expertise, strong understanding of customer service processes, and the ability to translate business requirements into scalable, secure, and maintainable ServiceNow solutions.
The candidate will collaborate closely with business stakeholders, architects, QA teams, and platform owners to deliver high-quality CSM implementations aligned with ServiceNow best practices and governance standards.
Key Responsibilities
CSM Development & Configuration
- Design, configure, and enhance ServiceNow CSM solutions, including:
- Case Management
- Customer and Consumer Service Models
- Contact Management
- Entitlements, SLAs, and Case Routing
- Implement and customize workflows, business rules, and automation for customer service operations
- Configure Customer Service Portals and Agent Workspaces to improve customer and agent experience
- Integrate CSM with ITSM, Knowledge Management, and other enterprise systems
ServiceNow Platform Development
- Develop and maintain:
- Business Rules
- Script Includes
- Client Scripts
- UI Policies and UI Actions
- Flow Designer flows and subflows
- Build reusable and optimized components using JavaScript and Glide APIs
- Design and maintain Record Producers, Catalog Items, and CSM-specific data models
- Perform code reviews and enforce development standards and performance best practices
Integration & Automation
- Design and implement REST/SOAP-based integrations with external systems
- Use IntegrationHub, scripted REST APIs, and inbound/outbound integrations
- Automate customer service processes to reduce resolution time and improve service quality
Collaboration & Delivery
- Work closely with Business Analysts, Architects, QA teams, and Product Owners
- Participate in Agile/Scrum ceremonies (planning, reviews, retrospectives)
- Support UAT, production deployments, and post-go-live stabilization
- Provide technical support and root cause analysis for production issues
Platform Governance & Optimization
- Ensure compliance with ServiceNow best practices, security standards, and upgrade compatibility
- Identify and address performance bottlenecks and technical debt
- Create and maintain technical documentation and solution design artifacts
- Support platform upgrades, patching, and regression testing
Must-Have Skills & Qualifications
Technical Skills
- 5+ years of hands-on ServiceNow development experience
- 2+ years of strong hands-on experience with ServiceNow CSM
- Strong understanding of:
- CSM Case lifecycle and service models
- ITSM modules (Incident, Problem, Change, Request)
- Proficiency in:
- JavaScript
- ServiceNow scripting
- Glide APIs
- Hands-on experience with:
- Flow Designer
- IntegrationHub
- REST/SOAP APIs
- Experience with Service Portal, UI Builder, or Workspaces
- Solid understanding of CMDB concepts and data relationships
Certification
- ServiceNow Certified System Administrator (CSA) Mandatory
Nice-to-Have Skills & Certifications- ServiceNow Certified Implementation Specialist CSM
- ServiceNow Certified Application Developer (CAD)
- ITIL v3 or v4 Foundation
- Experience with:
- Automated Test Framework (ATF)
- Platform upgrades and patching
- Performance tuning and optimization
- Exposure to large-scale or enterprise ServiceNow implementations
Soft Skills
- Strong analytical and problem-solving abilities
- Excellent communication skills with technical and non-technical stakeholders
- Ability to work independently and in cross-functional teams
- Experience working with global or distributed teams
Skills: management,servicenow,csm,customer,customer service
