CSM+ ServiceNow Integrations

2 weeks ago

Nashik, Maharashtra, India Technozis Full time

Job Description: CSM+Integrations

Experience Required: 5+ years total |4+ years as ServiceNow developer | 2–3 years in CSM + Integration

We are seeking a highly skilled ServiceNow CSM Integration Specialist with hands-on experience in implementing and integrating Customer Service Management (CSM) modules. The ideal candidate should possess a strong background in ServiceNow platform development, third-party integrations using REST/SOAP, and excellent understanding of customer support workflows.

Key Responsibilities:

  • Implement and customize ServiceNow CSM modules, including Case Management, Account Management, Customer Portals, and Virtual Agent.
  • Develop end-to-end integrations with third-party systems using REST/SOAP web services, IntegrationHub, and MID Servers.
  • Configure CSM-specific components such as Playbooks, Agent Workspace, Knowledge Management, SLAs, and Workflows.
  • Work closely with customer stakeholders to understand business processes and deliver scalable solutions.
  • Build reusable, scalable integration solutions across various systems (e.g., Salesforce, SAP CRM, external ticketing tools).
  • Manage data flows, authentication (OAuth 2.0, Basic Auth), error handling, and performance optimization for integrations.
  • Participate in Agile/Scrum ceremonies, including sprint planning, retrospectives, and daily standups.
  • Conduct unit testing and support Automated Test Framework (ATF) setup for regression coverage.

Mandatory Skills:

  • 2+ years of hands-on experience with ServiceNow CSM and Integrations
  • Strong understanding of customer service workflows and case resolution
  • Proven experience in integration development using REST/SOAP APIs
  • Proficient with JavaScript, Glide APIs, Business Rules, Script Includes, and Flow Designer
  • Experience with OAuth 2.0, MID Servers, and IntegrationHub Spokes
  • Ability to work independently and in a collaborative Agile environment
  • Excellent communication skills (verbal and written)

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