Overview:
ServiceNow Developer
CSM • Virtual Agent • Integrations • CMDB | 4–6 Years Experience
Job Title
ServiceNow Developer
We are looking for a skilled and experienced ServiceNow Developer.
The ideal candidate brings 4–6 years of hands-on ServiceNow development experience with deep expertise in Customer Service Management (CSM), Virtual Agent, Integrations, and CMDB.
Customer Service Management (CSM)
-
Design and configure CSM modules including Case Management, Accounts, Contacts, and Service Contracts
-
Build and manage CSM Workspaces and Agent Desktop experiences
-
Configure SLAs, playbooks, and entitlements for customer service processes
-
Develop customer-facing portals and service catalog items for CSM use cases
-
Implement skills-based routing and case assignment rules
Virtual Agent
-
Design and develop Virtual Agent topics and conversation flows using NLU
-
Integrate Virtual Agent with fulfillment flows, service catalog, and backend systems
-
Configure and tune Natural Language Understanding (NLU) models for accuracy
-
Build fallback and live agent handoff mechanisms
-
Test and optimize bot performance using VA analytics and intent scoring
Integrations
-
Develop and maintain REST and SOAP integrations with third-party systems
-
Build and configure IntegrationHub spokes, actions, and subflows
-
Design and manage Transform Maps, Import Sets, and scheduled data imports
-
Configure and manage MID Servers for on-premise connectivity
-
Implement OAuth, API Key, and certificate-based authentication for integrations
-
Troubleshoot integration failures using logs, ECC Queue, and REST API Explorer
CMDB
-
Manage CI classes, relationships, and the CMDB data model
-
Configure and maintain Discovery schedules and probes/sensors
-
Implement Service Mapping to build application and business service maps
-
Monitor and improve CMDB Health using the Health Dashboard (completeness, compliance, correctness)
-
Enforce CMDB governance policies and data quality standards
-
Integrate CMDB data with ITSM processes (Incident, Change, Problem)
General Development
-
Write efficient server-side scripts: Business Rules, Script Includes, Scheduled Jobs
-
Develop client-side scripts: Client Scripts, UI Policies, UI Actions
-
Build and maintain Flow Designer flows, subflows, and custom actions
-
Participate in code reviews, design discussions, and sprint ceremonies
-
Create and maintain technical documentation, runbooks, and solution designs
-
Support UAT, production deployments, and post-go-live stabilization
-
Skills & Proficiency Matrix
Skill Area
Proficiency Required
Key Topics
Customer Service Mgmt (CSM)
Core
Workspace, Case Mgmt, SLAs, Playbooks, Agent Desktop
Virtual Agent
Core
NLU, Topics, Conversations, Fulfillment, Testing
Integrations
Core
REST/SOAP, IntegrationHub, MID Server, Transform Maps
CMDB
Core
CI Classes, Discovery, Service Mapping, Health Scoring
Flow Designer / Workflows
Strong
Flows, Subflows, Custom Actions, Error Handling
Scripting
Strong
GlideRecord, Business Rules, Script Includes, Client Scripts
ITSM
Good to Have
Incident, Change, Problem, Request Management
ATF / Testing
Good to Have
Automated Test Framework, Unit Testing
Mandatory
-
4–6 years of hands-on ServiceNow development experience
-
Proven implementation experience in CSM, Virtual Agent, and CMDB
-
Strong proficiency in IntegrationHub and REST/SOAP API integrations
-
Solid scripting skills: JavaScript, GlideRecord, Business Rules, Script Includes
-
Experience with Flow Designer and building custom flows/subflows/actions
-
Ability to work in Agile/Scrum environments with sprint delivery
Responsibilities:
ServiceNow Developer
CSM • Virtual Agent • Integrations • CMDB | 4–6 Years Experience
Job Title
ServiceNow Developer
We are looking for a skilled and experienced ServiceNow Developer.
The ideal candidate brings 4–6 years of hands-on ServiceNow development experience with deep expertise in Customer Service Management (CSM), Virtual Agent, Integrations, and CMDB.
Customer Service Management (CSM)
-
Design and configure CSM modules including Case Management, Accounts, Contacts, and Service Contracts
-
Build and manage CSM Workspaces and Agent Desktop experiences
-
Configure SLAs, playbooks, and entitlements for customer service processes
-
Develop customer-facing portals and service catalog items for CSM use cases
-
Implement skills-based routing and case assignment rules
Virtual Agent
-
Design and develop Virtual Agent topics and conversation flows using NLU
-
Integrate Virtual Agent with fulfillment flows, service catalog, and backend systems
-
Configure and tune Natural Language Understanding (NLU) models for accuracy
-
Build fallback and live agent handoff mechanisms
-
Test and optimize bot performance using VA analytics and intent scoring
Integrations
-
Develop and maintain REST and SOAP integrations with third-party systems
-
Build and configure IntegrationHub spokes, actions, and subflows
-
Design and manage Transform Maps, Import Sets, and scheduled data imports
-
Configure and manage MID Servers for on-premise connectivity
-
Implement OAuth, API Key, and certificate-based authentication for integrations
-
Troubleshoot integration failures using logs, ECC Queue, and REST API Explorer
CMDB
-
Manage CI classes, relationships, and the CMDB data model
-
Configure and maintain Discovery schedules and probes/sensors
-
Implement Service Mapping to build application and business service maps
-
Monitor and improve CMDB Health using the Health Dashboard (completeness, compliance, correctness)
-
Enforce CMDB governance policies and data quality standards
-
Integrate CMDB data with ITSM processes (Incident, Change, Problem)
General Development
-
Write efficient server-side scripts: Business Rules, Script Includes, Scheduled Jobs
-
Develop client-side scripts: Client Scripts, UI Policies, UI Actions
-
Build and maintain Flow Designer flows, subflows, and custom actions
-
Participate in code reviews, design discussions, and sprint ceremonies
-
Create and maintain technical documentation, runbooks, and solution designs
-
Support UAT, production deployments, and post-go-live stabilization
-
Skills & Proficiency Matrix
Skill Area
Proficiency Required
Key Topics
Customer Service Mgmt (CSM)
Core
Workspace, Case Mgmt, SLAs, Playbooks, Agent Desktop
Virtual Agent
Core
NLU, Topics, Conversations, Fulfillment, Testing
Integrations
Core
REST/SOAP, IntegrationHub, MID Server, Transform Maps
CMDB
Core
CI Classes, Discovery, Service Mapping, Health Scoring
Flow Designer / Workflows
Strong
Flows, Subflows, Custom Actions, Error Handling
Scripting
Strong
GlideRecord, Business Rules, Script Includes, Client Scripts
ITSM
Good to Have
Incident, Change, Problem, Request Management
ATF / Testing
Good to Have
Automated Test Framework, Unit Testing
Mandatory
-
4–6 years of hands-on ServiceNow development experience
-
Proven implementation experience in CSM, Virtual Agent, and CMDB
-
Strong proficiency in IntegrationHub and REST/SOAP API integrations
-
Solid scripting skills: JavaScript, GlideRecord, Business Rules, Script Includes
-
Experience with Flow Designer and building custom flows/subflows/actions
-
Ability to work in Agile/Scrum environments with sprint delivery
-
Requirements:
ServiceNow Developer
CSM • Virtual Agent • Integrations • CMDB | 4–6 Years Experience
Job Title
ServiceNow Developer
We are looking for a skilled and experienced ServiceNow Developer.
The ideal candidate brings 4–6 years of hands-on ServiceNow development experience with deep expertise in Customer Service Management (CSM), Virtual Agent, Integrations, and CMDB.
Customer Service Management (CSM)
-
Design and configure CSM modules including Case Management, Accounts, Contacts, and Service Contracts
-
Build and manage CSM Workspaces and Agent Desktop experiences
-
Configure SLAs, playbooks, and entitlements for customer service processes
-
Develop customer-facing portals and service catalog items for CSM use cases
-
Implement skills-based routing and case assignment rules
Virtual Agent
-
Design and develop Virtual Agent topics and conversation flows using NLU
-
Integrate Virtual Agent with fulfillment flows, service catalog, and backend systems
-
Configure and tune Natural Language Understanding (NLU) models for accuracy
-
Build fallback and live agent handoff mechanisms
-
Test and optimize bot performance using VA analytics and intent scoring
Integrations
-
Develop and maintain REST and SOAP integrations with third-party systems
-
Build and configure IntegrationHub spokes, actions, and subflows
-
Design and manage Transform Maps, Import Sets, and scheduled data imports
-
Configure and manage MID Servers for on-premise connectivity
-
Implement OAuth, API Key, and certificate-based authentication for integrations
-
Troubleshoot integration failures using logs, ECC Queue, and REST API Explorer
CMDB
-
Manage CI classes, relationships, and the CMDB data model
-
Configure and maintain Discovery schedules and probes/sensors
-
Implement Service Mapping to build application and business service maps
-
Monitor and improve CMDB Health using the Health Dashboard (completeness, compliance, correctness)
-
Enforce CMDB governance policies and data quality standards
-
Integrate CMDB data with ITSM processes (Incident, Change, Problem)
General Development
-
Write efficient server-side scripts: Business Rules, Script Includes, Scheduled Jobs
-
Develop client-side scripts: Client Scripts, UI Policies, UI Actions
-
Build and maintain Flow Designer flows, subflows, and custom actions
-
Participate in code reviews, design discussions, and sprint ceremonies
-
Create and maintain technical documentation, runbooks, and solution designs
-
Support UAT, production deployments, and post-go-live stabilization
-
Skills & Proficiency Matrix
Skill Area
Proficiency Required
Key Topics
Customer Service Mgmt (CSM)
Core
Workspace, Case Mgmt, SLAs, Playbooks, Agent Desktop
Virtual Agent
Core
NLU, Topics, Conversations, Fulfillment, Testing
Integrations
Core
REST/SOAP, IntegrationHub, MID Server, Transform Maps
CMDB
Core
CI Classes, Discovery, Service Mapping, Health Scoring
Flow Designer / Workflows
Strong
Flows, Subflows, Custom Actions, Error Handling
Scripting
Strong
GlideRecord, Business Rules, Script Includes, Client Scripts
ITSM
Good to Have
Incident, Change, Problem, Request Management
ATF / Testing
Good to Have
Automated Test Framework, Unit Testing
Mandatory
-
4–6 years of hands-on ServiceNow development experience
-
Proven implementation experience in CSM, Virtual Agent, and CMDB
-
Strong proficiency in IntegrationHub and REST/SOAP API integrations
-
Solid scripting skills: JavaScript, GlideRecord, Business Rules, Script Includes
-
Experience with Flow Designer and building custom flows/subflows/actions
-
Ability to work in Agile/Scrum environments with sprint delivery
