ServiceNow CSM Developer

4 weeks ago

Bengaluru, Karnataka, India AGILE TECHNOLOGY SOLUTIONS Full time

We are seeking a skilled and motivated ServiceNow CSM (Customer Service Management) Developer to join our growing IT Service Management team.

The ideal candidate will have strong hands-on experience in ServiceNow development, customization, and implementation, specifically within the CSM module.

This role involves working closely with business stakeholders, architects, and technical teams to deliver scalable solutions that improve customer service operations and digital workflows.

Key Responsibilities :

- Design, develop, and implement solutions within the ServiceNow CSM module, including case management, customer portals, knowledge management, and service catalogs.

- Customize ServiceNow applications by developing scripts, business rules, client scripts, workflows, UI policies, and data integrations.

- Collaborate with stakeholders to gather requirements, translate them into technical specifications, and implement tailored solutions.

- Build and maintain integrations between ServiceNow and external systems using REST, SOAP, APIs, and IntegrationHub.

- Configure and customize customer portals, Virtual Agent, and knowledge base for improved customer experiences.

- Implement automation, process optimization, and workflow enhancements to support efficient customer service operations.

- Develop and maintain reports, dashboards, and performance analytics to monitor KPIs and service performance.

- Ensure all ServiceNow development follows best practices, coding standards, and ITIL-based processes.

- Troubleshoot, debug, and resolve issues within the ServiceNow environment to maintain smooth system operations.

- Stay updated with new ServiceNow releases, features, and capabilities, applying relevant enhancements to CSM.

- Work closely with architects, admins, and QA teams to ensure successful solution delivery.

Required Skills & Qualifications :

- 5-8 years of overall IT experience with 3+ years in ServiceNow development.

- Proven hands-on experience in ServiceNow CSM module (Customer Service Management).

- Strong knowledge of ServiceNow development practices business rules, client scripts, flows, workflow, UI actions, ACLs, and data policies.

- Experience integrating ServiceNow with third-party applications using REST/SOAP APIs.

- Familiarity with JavaScript, HTML, CSS, AngularJS, and ServiceNow scripting.

- Good understanding of ITIL processes and their application within ServiceNow.

- Strong problem-solving and debugging skills.

- Excellent communication and interpersonal skills to work with both technical and business stakeholders.

Preferred Skills :

- ServiceNow Certified System Administrator (CSA) certification.

- ServiceNow Certified Application Developer (CAD) or Certified Implementation Specialist CSM certification.

- Exposure to additional ServiceNow modules such as ITSM, ITOM, ITBM, HRSD.

- Experience with Agile methodologies and DevOps practices.

- Familiarity with Performance Analytics, Virtual Agent, and AI Search in ServiceNow.

Why Join Us ?

- Opportunity to work on cutting-edge ServiceNow CSM projects.

- Be part of a collaborative and innovative team environment.

- Exposure to end-to-end ServiceNow implementation lifecycles.

- Career growth through continuous learning and certifications

(ref:hirist.tech)

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