Role Summary
We are looking for an experienced ServiceNow CSM Configuration Developer to configure, customize, and enhance the ServiceNow Customer Service Management (CSM) platform. The ideal candidate will be responsible for tailoring the platform to meet evolving business needs by leveraging out-of-the-box (OOTB) capabilities, custom development, integrations, workflow automation, and AI-powered features.
This role requires hands-on expertise in ServiceNow CSM, platform configuration, scripting, integrations, and modern AI capabilities such as Now Assist, AI Search, Predictive Intelligence, Virtual Agent, and Agentic AI to deliver secure, scalable, and intelligent customer service experiences.
What will your role look like?
-
Configure and customize the ServiceNow CSM platform using out-of-the-box capabilities while adhering to ServiceNow best practices.
-
Configure workflows, forms, catalog items, UI policies, client scripts, business rules, UI actions, and access controls to meet business requirements.
-
Develop custom applications, modules, and workflows where business requirements extend beyond standard platform capabilities.
-
Design and implement workflow automation using Flow Designer, IntegrationHub, and Automation Engine.
-
Configure and optimize Now Assist, AI Search, Predictive Intelligence, Virtual Agent, and Agentic AI capabilities to enhance customer interactions and operational efficiency.
-
Develop and maintain server-side and client-side scripts, Script Includes, Business Rules, UI Actions, and REST APIs.
-
Build and maintain integrations with enterprise applications using REST/SOAP APIs, IntegrationHub, middleware, and web services.
-
Support data migration activities from legacy applications while ensuring data quality, integrity, and governance.
-
Configure and maintain customer, product, and reference data within the ServiceNow platform.
-
Manage multiple ServiceNow environments, including Development, QA, UAT, and Production.
-
Troubleshoot platform issues, optimize performance, and participate in platform upgrades and release management.
-
Collaborate with Business Owners, Product Owners, Solution Architects, and cross-functional teams to translate business requirements into scalable technical solutions.
-
Provide technical guidance on ServiceNow capabilities, platform limitations, and solution design best practices.
-
Ensure all development follows ServiceNow coding standards, governance policies, security guidelines, and platform best practices.
Why will you love this role?
-
Work on enterprise-scale Customer Service Management transformation initiatives.
-
Gain hands-on experience with the latest ServiceNow AI capabilities, including Now Assist and Agentic AI.
-
Collaborate with experienced architects, product owners, and global delivery teams.
-
Build innovative customer service solutions that improve user experience and operational efficiency.
-
Work with cutting-edge automation, integrations, and AI technologies.
-
Enjoy continuous learning, certifications, and career growth opportunities within the ServiceNow ecosystem.
We would like you to bring along
-
5–8+ years of overall IT experience with strong hands-on ServiceNow development experience.
-
Proven implementation experience in ServiceNow Customer Service Management (CSM).
-
Strong expertise in ServiceNow platform configuration, customization, and development.
-
Hands-on experience configuring Workflows, Flow Designer, UI Policies, Client Scripts, Business Rules, Script Includes, UI Actions, Service Catalog, and IntegrationHub.
-
Experience building integrations using REST APIs, SOAP APIs, IntegrationHub, and enterprise middleware.
-
Hands-on experience implementing Now Assist, Predictive Intelligence (PI), AI Search, Virtual Agent, and other AI-powered ServiceNow capabilities.
-
Strong JavaScript development skills and knowledge of ServiceNow development best practices.
-
Experience managing multiple ServiceNow instances and supporting platform upgrades.
-
Strong analytical, troubleshooting, and problem-solving skills.
-
Excellent communication and stakeholder management skills.
-
Experience working in Agile/Scrum environments.
Mandatory Certifications
-
ServiceNow Certified System Administrator (CSA)
-
ServiceNow Certified Application Developer (CAD)
-
ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM)
-
ServiceNow Predictive Intelligence (PI) Micro-Certification
-
ServiceNow AI / Now Assist Micro-Certification
Good-to-have skills
-
Experience with Agentic AI, Document Intelligence, Generative AI Controller, and Intelligent Search.
-
Exposure to ITSM, ITOM, CMDB, Knowledge Management, and Service Portal.
-
Experience with Large Language Models (LLMs), prompt engineering, Retrieval-Augmented Generation (RAG), and conversational AI.
-
Experience working with Azure OpenAI, OpenAI APIs, AWS AI services, or similar enterprise AI platforms.
-
Knowledge of Automation Engine, IntegrationHub, and enterprise integration patterns.
-
Experience with DevOps, CI/CD pipelines, and enterprise-scale digital transformation initiatives.
