Job Summary:

We are seeking a skilled and experienced ServiceNow CSM Developer to join our team. The ideal candidate will have a strong understanding of the Customer Service Management module in ServiceNow and hands-on experience in designing, developing, and implementing CSM solutions that align with business requirements and ITIL best practices.

Key Responsibilities:

  • Design and develop customized ServiceNow CSM applications and modules.
  • Implement and configure Customer Service Management features such as Case Management, Customer Portal, Knowledge Management, SLAs, and Workflows.
  • Integrate CSM with external systems using REST/SOAP APIs.
  • Automate customer service processes to improve response times and customer satisfaction.
  • Customize ServiceNow forms, lists, and UI policies specific to CSM needs.
  • Develop and maintain Business Rules, Script Includes, UI Actions, Client Scripts, and ACLs.
  • Participate in requirement gathering, technical design discussions, and sprint planning.
  • Collaborate with cross-functional teams including developers, QA, product owners, and stakeholders.
  • Ensure platform security and performance best practices are followed.

Required Skills & Qualifications:

  • 4+ years of hands-on experience with ServiceNow platform development.
  • Minimum 4 years of experience working specifically on the CSM module.
  • Strong knowledge of JavaScript, Glide API, ServiceNow Studio, and Flow Designer.
  • Experience with case lifecycle management, entitlements, SLAs, and CSM-related portals.
  • Good understanding of data models, CMDB, and customer account management.
  • Familiarity with Agile development methodologies.
  • Excellent communication and documentation skills.
  • ServiceNow Certified System Administrator (CSA) required; CSM Implementation Specialist preferred.

Preferred Qualifications:

  • Experience in integrating ServiceNow CSM with external CRM/ERP tools.
  • Exposure to ITSM, HRSD, or other ServiceNow modules is a plus.
  • Knowledge of Virtual Agent, Predictive Intelligence, and Performance Analytics.


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