Digital Transformation Developer

1 week ago

tamil nadu, India beBeeServiceNow Full time

ServiceNow Developer RoleWe are seeking a skilled ServiceNow developer to lead the development, configuration, and enhancement of our Customer Service Management platform. This role is pivotal in transforming customer service operations from traditional support to proactive digital engagement.Key Responsibilities:Translate complex business requirements into technical solutions within the CSM module, including Case Management, Agent Workspace, Account and Contact management, and Proactive Customer Service Operations.Build and maintain our customer-facing Service Portal, creating an intuitive user experience. This includes developing custom widgets, pages, and components using Service Portal technologies (Angular, HTML, CSS).Create and manage advanced workflows using Flow Designer to automate customer service processes, escalations, and notifications.Configure and customize all aspects of the CSM application, including business rules, client scripts, UI policies, and UI actions to meet business needs.Implement and manage integrations between ServiceNow CSM and other enterprise systems, such as CRM, CTI, and ERP platforms, using IntegrationHub, REST, and SOAP.Configure and support the customer-facing Knowledge Base, ensuring it is integrated with case management and provides relevant self-service options.Collaborate with stakeholders to gather requirements, demo new features, and provide technical guidance.Ensure adherence to ServiceNow development best practices, manage solutions in update sets, and support platform upgrades, testing, and validation for the CSM application.Required Skills & QualificationsOverall Experience: 3+ years of hands-on ServiceNow development experience.Core CSM Experience: A minimum of 2+ years of direct experience implementing, configuring, and customizing the ServiceNow CSM module.Technical Skills:Strong proficiency in JavaScript, GlideAPIs, Business Rules, and Script Includes.Proven experience with Service Portal development, building custom widgets, AngularJS, HTML, and CSS.CSM Knowledge: Deep understanding of the CSM data model, including Accounts, Contacts, Consumers, Cases, and Product Models.Workflow: Experience with Flow Designer for building complex process automation.Certification: ServiceNow Certified System Administrator (CSA) is mandatory.Preferred QualificationsAdvanced Certification: ServiceNow Certified Implementation Specialist (CIS) - Customer Service Management is highly preferred.Related Modules: Experience with Field Service Management (FSM), ITSM, or App Engine.Integrations: Hands-on experience with CTI or live chat integrations.Analytics: Familiarity with Performance Analytics (PA) for creating CSM-specific dashboards and KPIs.Methodology: Experience working in an Agile/Scrum development environment.

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