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ServiceNow CSM Implementation Specialist

1 month ago

Bengaluru, Karnataka, India APN Consulting Inc Full time

**Job Title:** ServiceNow CSM Developer

**Job Description:**

APN Consulting Inc is currently working with a leading system integrator on a Customer Service Management (CSM) project for a prominent healthcare client. The project has transitioned from a consulting phase to the development phase, where the development team will work on an actionable roadmap addressing a well-prioritized backlog of tasks.

This project offers a unique opportunity, as it's a clean slate initiative with zero technical debt and a well-defined API strategy. The client is leveraging common API standards and working closely with onshore architects to ensure a scalable and efficient solution. Additionally, Now Assist AI is included, further integrating ServiceNow's capabilities for the healthcare payer.

**Key Project Components:**

  • Implementation of Customer Service Management (CSM)
  • Zero technical debt starting point
  • Strong API strategy
  • Integration with Now Assist AI
  • Solution architecture is currently in development
  • Team includes onshore architects (both functional and technical) driving design and technical requirements
  • Need for 5-6 offshore ServiceNow developers to support the build and development process

**Role and Responsibilities:**

The ServiceNow CSM Developer will collaborate closely with onshore functional and technical ServiceNow architects to develop and implement CSM solutions. Key responsibilities include:

  • Collaborating with onshore architects to develop and implement CSM solutions
  • Working on the backlog to ensure timely delivery of features and requirements as per the roadmap
  • Developing and integrating with existing API solutions as part of the broader API strategy
  • Participating in code reviews, ensuring adherence to best practices, and maintaining high-quality code delivery
  • Engaging in regular stand-ups and communicating progress, blockers, and dependencies with the team
  • Helping refine business requirements and translating them into scalable technical solutions
  • Working in tandem with Now Assist AI users to optimize and extend the AI capabilities in alignment with the project's goals

**Requirements:**

  • 2-4+ years of ServiceNow CSM development experience; overall 3 to 7+ years of experience in ServiceNow or related fields
  • Strong experience in API integration and development, preferably in healthcare or payer services
  • Familiarity with ServiceNow platform, including Now Assist AI and CSM modules
  • Ability to collaborate remotely with onshore teams and work in a structured environment
  • Good communication skills to interact with architects and other stakeholders