ServiceNow Developer – CSM

Job Description

Key Responsibilities

• CSM Development & Configuration
• Implement and configure ServiceNow Customer Service Management (CSM) modules, including:
• Case Management
• Account and Contact Management
• Customer Portal / Service Portal
• CSM Playbooks
• Configurable Workspaces
• Design and optimize case workflows, SLAs, entitlements, assignment rules, inbound actions, and notifications.
• Platform Customization
• Develop and maintain platform components such as:
• Client Scripts, UI Policies, UI Actions
• Business Rules, Script Includes, Glide APIs
• Flow Designer flows and subflows
• Configure Service Catalog and request management for CSM use cases.
• Customize portals, dashboards, and Performance Analytics to track customer service KPIs.
• Integrations & Automation
• Integrate ServiceNow CSM with external systems such as CRMs, ticketing tools, CTI/telephony, and digital engagement platforms using REST/SOAP APIs.
• Troubleshoot integration issues and ensure secure, reliable data exchange.
• Collaboration & Support
• Work closely with customer service teams, product owners, and solution architects to gather requirements and deliver scalable CSM solutions.
• Participate in testing, deployment, documentation, and continuous improvements.
• Provide ongoing platform support, upgrades, and feature enhancements.
  
  

• 5-7 years of hands-on experience as a ServiceNow Developer with a strong focus on CSM.
• In-depth knowledge of Case Management, SLAs, workflows, and the CSM data model.
• Strong hands-on experience with JavaScript, Glide API, Flow Designer, Business Rules, and integrations.
• Experience customizing ServiceNow portals or configurable workspaces.
• Solid understanding of platform security, including ACLs, roles, and data access controls.
• Excellent communication, problem-solving, and analytical skills.
  
  

• ServiceNow Certified System Administrator (CSA).
• ServiceNow CSM Implementation Certification (highly preferred).
• Experience with Process Automation Designer / Playbooks.
• Exposure to Digital Engagement, chat, or CTI integrations.
• Understanding of customer service operations and CRM concepts.
• Experience working in Agile/Scrum environments.