Senior ServiceNow Developer – CSM

3 weeks ago

Bengaluru Karnataka India, Karnataka TECEZE Full time

Hiring: Senior ServiceNow Developer – CSM & AI Specialist

Location: Offshore (Preferred: Bangalore / Hyderabad)

Payroll: Teceze

Client: Publicis Resources

Contract Duration: 6 Months (Extendable)

Availability: Immediate Joiners Preferred

About the Role

We are seeking an experienced Senior ServiceNow Developer specializing in Customer Service Management (CSM) and AI-driven solutions. The ideal candidate will have 5–7 years of hands-on experience in developing and configuring ServiceNow applications, integrating enterprise systems, and implementing Now Assist AI features to elevate customer and employee experiences.

This is an exciting opportunity to contribute to cutting-edge ServiceNow CSM implementations, leveraging AI technologies to drive service excellence and workflow automation.

Key Responsibilities

  • ServiceNow Platform Configuration: Configure, customize, and administer ServiceNow instances to ensure robust performance and scalability across CSM modules.
  • CSM Development: Design and implement solutions for Customer Communities Portal, Employee Service Portal, and Customer Service Portal, including Agent Workspaces.
  • Integrations: Build and manage integrations using REST APIs, ServiceNow API connectors, and Service Graph connectors for seamless system interoperability.
  • AI & Automation: Utilize Now Assist AI tools to enhance user experience through predictive intelligence, machine learning, and natural language processing (NLP) capabilities.
  • Custom Development: Develop catalog items, widgets, Business Rules, Client Scripts, UI Policies, ACLs, and other custom elements to meet business requirements.
  • Troubleshooting & Support: Provide advanced technical troubleshooting, platform optimization, and post-implementation support.
  • Process Optimization: Collaborate with cross-functional teams to align ServiceNow solutions with business objectives and improve service delivery.
  • Documentation: Maintain detailed documentation for all configurations, integrations, and custom developments.

Required Skills & Qualifications

  • Experience: 5–7 years of solid experience in ServiceNow development and administration, with a strong focus on CSM and AI capabilities.
  • CSM Expertise: Proven experience with Customer Communities, Employee Service Portals, and Agent Workspace design and customization.
  • Integration Skills: Strong experience working with REST APIs, ServiceNow API connectors, and Service Graph connectors.
  • AI & ML Knowledge: Hands-on experience with Now Assist AI, AI chatbots, or Predictive Intelligence in ServiceNow.
  • Technical Skills:
  • Scripting: JavaScript, Jelly Script, HTML, CSS, AngularJS
  • Advanced Configuration: Business Rules, Client Scripts, UI Actions, Script Includes, GlideAjax, Preprocessors
  • Certifications (Preferred):
  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow CSM Implementation Specialist
  • ServiceNow Certified Application Developer (CAD)
  • Soft Skills: Excellent communication, problem-solving, and collaboration abilities.
  • Education: Bachelor’s degree in Science or a STEM discipline.

Preferred Qualifications

  • Familiarity with ITIL v3/v4 frameworks or certifications.
  • Experience working in Agile environments.
  • Exposure to other ServiceNow modules such as CPQ, CRM, SPM, ServiceBridge.

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