Job Title
ServiceNow Developer (CSM),29108
Employment Type
Full-Time
Experience
6–9 years total experience
5+ years in ServiceNow development
2+ years hands-on with ServiceNow Customer Service Management (CSM)
Location
Multiple locations across India
Job Summary
We are seeking an experienced ServiceNow Developer with strong expertise in Customer Service Management (CSM) to design, develop, and optimize customer-centric solutions on the ServiceNow platform. The role requires deep technical expertise, strong understanding of customer service processes, and the ability to translate business requirements into scalable, secure, and maintainable ServiceNow solutions.
The candidate will collaborate closely with business stakeholders, architects, QA teams, and platform owners to deliver high-quality CSM implementations aligned with ServiceNow best practices and governance standards.
Key Responsibilities
CSM Development & Configuration
Design, configure, and enhance ServiceNow CSM solutions, including:
Case Management
Customer and Consumer Service Models
Contact Management
Entitlements, SLAs, and Case Routing
Implement and customize workflows, business rules, and automation for customer service operations
Configure Customer Service Portals and Agent Workspaces to improve customer and agent experience
Integrate CSM with ITSM, Knowledge Management, and other enterprise systems
ServiceNow Platform Development
Develop and maintain:
Business Rules
Script Includes
Client Scripts
UI Policies and UI Actions
Flow Designer flows and subflows
Build reusable and optimized components using JavaScript and Glide APIs
Design and maintain Record Producers, Catalog Items, and CSM-specific data models
Perform code reviews and enforce development standards and performance best practices
Integration & Automation
Design and implement REST/SOAP-based integrations with external systems
Use IntegrationHub, scripted REST APIs, and inbound/outbound integrations
Automate customer service processes to reduce resolution time and improve service quality
Collaboration & Delivery
Work closely with Business Analysts, Architects, QA teams, and Product Owners
Participate in Agile/Scrum ceremonies (planning, reviews, retrospectives)
Support UAT, production deployments, and post-go-live stabilization
Provide technical support and root cause analysis for production issues
Platform Governance & Optimization
Ensure compliance with ServiceNow best practices, security standards, and upgrade compatibility
Identify and address performance bottlenecks and technical debt
Create and maintain technical documentation and solution design artifacts
Support platform upgrades, patching, and regression testing
Must-Have Skills & Qualifications
Technical Skills

5+ years of hands-on ServiceNow development experience
2+ years of strong hands-on experience with ServiceNow CSM

~ Strong understanding of:

CSM Case lifecycle and service models
ITSM modules (Incident, Problem, Change, Request)

Proficiency in:
JavaScript
ServiceNow scripting
Glide APIs
Hands-on experience with:
Flow Designer
IntegrationHub
REST/SOAP APIs
Experience with Service Portal, UI Builder, or Workspaces
Solid understanding of CMDB concepts and data relationships
Certification
~ ServiceNow Certified System Administrator (CSA) – Mandatory

Nice-to-Have Skills & Certifications
ServiceNow Certified Implementation Specialist – CSM
ServiceNow Certified Application Developer (CAD)
ITIL v3 or v4 Foundation
Experience with:
Automated Test Framework (ATF)
Platform upgrades and patching
Performance tuning and optimization
~ Exposure to large-scale or enterprise ServiceNow implementations

Soft Skills
Strong analytical and problem-solving abilities
Excellent communication skills with technical and non-technical stakeholders
Ability to work independently and in cross-functional teams
Experience working with global or distributed teams
Skills: management,servicenow,csm,customer,customer service

ServiceNow Developer - FULL TIME

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