About the role
Design, develop, and maintain ServiceNow CSM applications and custom solutions.
Configure CSM modules including Case Management, Agent Workspace, Knowledge Management, Consumer Service Portal, and Customer Journey Management.
Develop and customize workflows, Flow Designer, UI Policies, Business Rules, Client Scripts, Script Includes, and Catalog Items.
Build and enhance Service Portal pages and widgets.
Implement integrations with external applications using REST/SOAP APIs, IntegrationHub, and MID Server.
Configure SLAs, notifications, assignments, and escalation mechanisms.
Collaborate with business stakeholders to gather requirements and provide technical solutions.
Perform unit testing, troubleshooting, defect fixes, and support deployments.
Follow ServiceNow development best practices and maintain technical documentation.
Participate in Agile/Scrum ceremonies and support continuous improvement initiatives.
Required Skills
4 to 7 years of experience in ServiceNow development.
Hands-on experience with ServiceNow CSM implementation and customization.
Strong scripting knowledge in JavaScript and Glide APIs.
Experience with:
Business Rules
Client Scripts
Script Includes
UI Policies
Flow Designer
IntegrationHub
Service Catalog
ACLs and Security
Experience with REST/SOAP web services and third-party integrations.
Knowledge of Service Portal and Agent Workspace.
Familiarity with ITSM processes and CMDB concepts.
Experience working in Agile environments.
Preferred Skills
Experience with Now Assist for CSM and AI capabilities.
Knowledge of Integration Hub Spokes and Virtual Agent.
Exposure to Performance Analytics and Reporting.
Experience with App Engine Studio and Workspace customization.
Understanding of ATF (Automated Test Framework).
Qualifications
Bachelors degree in Computer Science, Information Technology, or a related field.
ServiceNow Certified System Administrator (CSA) Preferred.
ServiceNow Certified Application Developer (CAD) Preferred.
ServiceNow Certified Implementation Specialist Customer Service Management (CIS-CSM) Preferred.
Keywords: ServiceNow CSM, Case Management, Agent Workspace, Service Portal, Flow Designer, IntegrationHub, REST API, JavaScript, ITSM, Knowledge Management, Consumer Service Portal, Now Assist.
Location: Mumbai,Pune,Bengaluru,Chennai
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