ServiceNow CSM Implementation and Development Specialist Bangalore · Full-time · Hybrid
About the Role This role involves implementing and developing ServiceNow Customer Service Management (CSM) solutions, requiring substantial recent hands-on CSM experience and strong understanding of case management, escalation, and customer communications. The ideal candidate will have experience delivering CSM implementations or major enhancement programmes with ownership of configuration and development. Success in this role depends on strong ServiceNow engineering skills and the ability to facilitate and communicate effectively.
Key Responsibilities
- Implement and develop ServiceNow CSM solutions with a focus on case management, escalation, and customer communications.
- Configure and develop CSM data models for accounts, contacts, consumers, products/assets, cases, interactions, and related parties.
- Design and implement CSM Configurable Workspace and customer-facing portals or digital experiences.
- Develop and maintain ServiceNow engineering skills, including JavaScript, Glide APIs, Flow Designer, Business Rules, Script Includes, ACLs, UI Builder, and REST APIs.
- Ensure external-user security, data separation, customer access, and integration ownership.
- Facilitate and communicate effectively with stakeholders to deliver CSM implementations or major enhancement programmes.
- Deliver at least two CSM implementations or major enhancement programmes with ownership of configuration and development.
- Collaborate with teams to integrate CSM with other platforms, such as FSM, ITSM, Order Management, telephony/contact-centre, or CRM.
- Apply strong understanding of SLAs, entitlements, routing, knowledge, and customer communications to CSM implementations.
Requirements
- Develop and implement ServiceNow CSM solutions with 4+ years of ServiceNow implementation or development experience.
- Deliver CSM implementations or major enhancement programmes with ownership of configuration and development, including at least two implementations.
- Apply strong understanding of case management, escalation, SLAs, entitlements, routing, knowledge, and customer communications.
- Utilize practical knowledge of CSM data models for accounts, contacts, consumers, products/assets, cases, interactions, and related parties.
- Leverage hands-on experience with CSM Configurable Workspace and customer-facing portals or digital experiences.
- Apply strong ServiceNow engineering skills, including JavaScript, Glide APIs, Flow Designer, Business Rules, Script Includes, ACLs, UI Builder, and REST APIs.
- Ensure understanding of external-user security, data separation, customer access, and integration ownership.
Good to Have
- Obtain ServiceNow CSA, CAD, and relevant CSM implementation certification or accreditation.
- Apply experience with CSM Professional/Enterprise, advanced work assignment, proactive service, digital channels, or workforce optimisation.
- Utilize experience integrating CSM with FSM, ITSM, Order Management, telephony/contact-centre, or CRM platforms.
- Leverage experience in telecommunications, banking, insurance, utilities, technology, manufacturing, or another service-intensive sector.
