Experience Required
9+ years of hands-on experience in ServiceNow development with strong expertise in Customer Service Management (CSM).
Job Summary
We are looking for a highly skilled Senior ServiceNow CSM Developer with 9+ years of ServiceNow platform experience, including 5+ years of hands-on experience in ServiceNow Customer Service Management (CSM) implementations. The ideal candidate should have strong expertise in designing, developing, configuring, and implementing scalable ServiceNow CSM solutions for enterprise customers. The role requires deep technical expertise in ServiceNow development, integrations, scripting, workflows, automation, and customer service operations along with the ability to work directly with clients, stakeholders, and cross-functional teams.
Key Responsibilities
- Design, develop, and implement scalable ServiceNow CSM solutions aligned with business requirements and best practices.
- Configure and customize ServiceNow modules including Case Management, Customer Service Portal, Agent Workspace, Knowledge Management, Service Catalog, Omnichannel, and Virtual Agent.
- Develop and maintain Business Rules, Client Scripts, UI Policies, Script Includes, ACLs, Flow Designer, Workflows, and UI Actions.
- Build and support integrations between ServiceNow and external applications using REST and SOAP APIs.
- Participate in requirement gathering sessions, technical discussions, and solution design workshops with stakeholders.
- Create technical design documents, implementation documentation, and deployment plans.
- Perform troubleshooting, debugging, and root cause analysis for platform-related issues.
- Ensure development activities follow ServiceNow best practices, coding standards, and governance processes.
- Support testing, UAT, deployment, and post-production activities.
- Mentor junior developers and provide technical guidance to the project team.
- Collaborate with architects, business analysts, project managers, and customer stakeholders for successful project delivery.
Required Skills & Qualifications
- 9+ years of ServiceNow development experience with strong expertise in ServiceNow CSM.
- Excellent hands-on experience in JavaScript, Glide API, ServiceNow scripting, Flow Designer, and IntegrationHub.
- Strong experience with Service Portal development, REST/SOAP integrations, MID Server, Virtual Agent, and Performance Analytics.
- Good understanding of ITSM processes and customer service management workflows.
- Experience working on enterprise-scale ServiceNow implementations.
- Familiarity with Agile/Scrum delivery methodology.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent communication and stakeholder management abilities.
Preferred Certifications
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- ServiceNow Certified Implementation Specialist – CSM
Good to Have
- Exposure to FSM, ITSM, ITOM, or HRSD modules.
- Experience with AI-powered workflows and automation within ServiceNow.
- Knowledge of CMDB and ServiceNow platform architecture.
- Experience in telecom, banking, healthcare, aviation, or enterprise customer support domains.
Educational Qualification
- Bachelor’s degree in Computer Science, Engineering, Information Technology, or related field.
Soft Skills
- Strong client-facing communication skills
- Leadership and mentoring abilities
- Problem-solving mindset
- Ability to work independently and collaboratively
- Strong stakeholder management skills
Benefits:
Work Location: Remote
