We are seeking an experienced ServiceNow ITSM & Customer Service Management (CSM) Developer with 5+ years of hands-on ServiceNow development experience. The ideal candidate will have strong expertise in implementing and customizing Customer Service Management (CSM) solutions, along with solid experience in ITSM development.
The successful candidate will be responsible for designing, developing, integrating, and implementing scalable ServiceNow solutions while collaborating with business stakeholders and cross-functional teams.
Key Responsibilities
- Design, develop, and customize ServiceNow solutions with a primary focus on Customer Service Management (CSM).
- Configure and enhance ITSM modules including Incident, Problem, Change, Request, Knowledge Management, and Service Catalog.
- Develop and maintain Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Flow Designer Flows, Workflows, Record Producers, Catalog Items, and Notifications.
- Configure and customize CSM capabilities including Case Management, Customer Service Portal, Consumer Service Portal, Case Assignment, Case Routing, Entitlements, Account & Contact Management, Service Level Agreements (SLAs), and Omnichannel capabilities.
- Develop integrations using REST APIs, SOAP APIs, Integration Hub, and MID Server.
- Build and customize Service Portal or Employee Center pages using widgets and AngularJS.
- Participate in solution design, estimation, unit testing, defect resolution, SIT/UAT support, deployments, production support, and technical documentation.
- Follow ServiceNow development best practices and coding standards.
Required SkillsServiceNow Development
- ServiceNow Application Development
- JavaScript
- Glide API
- Business Rules
- Client Scripts
- Script Includes
- UI Policies
- UI Actions
- ACLs
- Flow Designer
- Integration Hub
- Update Sets
Customer Service Management (CSM)
- Case Management
- Customer & Consumer Portals
- Entitlements
- Case Routing
- Account & Contact Management
- Service Level Agreements (SLAs)
- CSM Workflow Configuration (Mandatory)
Integration Skills
- REST APIs
- SOAP APIs
- Integration Hub
- MID Server
- JSON
- XML
Preferred Skills
- Service Portal or Employee Center Customization
- Virtual Agent or Now Assist
- Agile/Scrum Methodologies
- ITIL Processes
- Global Delivery Models
- Basic knowledge of CMDB and Discovery
CertificationsMandatory
- ServiceNow Certified System Administrator (CSA)
Preferred
- ServiceNow Certified Application Developer (CAD)
- ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM)
- ITIL Foundation Certification
Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
- 5–8 years of hands-on ServiceNow development experience.
- Strong expertise in ITSM and Customer Service Management (CSM) implementations.
- Experience with enterprise integrations using REST APIs, SOAP APIs, and Integration Hub.
- Excellent analytical, troubleshooting, and communication skills.
- Ability to work independently and collaboratively in a global delivery environment.
Pay: ₹90,000.00 - ₹100,000.00 per month
Benefits:
Work Location: Remote
