ServiceNow CSM Developer

1 week ago

Pune, India Bosch Global Software Technologies Full time

Key Responsibilities:- Implement and configure ServiceNow CSM applications including Case Management, Customer Portal, Knowledge Management, Communities, and Agent Workspace.- Implement CSM workflows, playbooks, entitlements, SLAs, and service channels (email, chat, phone, virtual agent).- Develop UI policies, business rules, client scripts, flow designer flows, and integrations for CSM use cases.- Configure Customer Service Portal for end-users and enhance self-service capabilities.- Integrate CSM with ITSM, FSM, and other enterprise applications.- Ensure adherence to ServiceNow best practices, security, and coding standards.- Collaborate with stakeholders to gather requirements, design solutions, and perform unit testing.- Troubleshoot and resolve platform/application issues, ensuring smooth delivery of CSM capabilities.- Stay up to date with the latest ServiceNow releases (Utah, Vancouver, Washington, etc.) and features related to CSM.Required Qualifications:2–4 years of hands-on experience in ServiceNow ITOM- .Strong knowledge of ServiceNow CSM module- sExperience with ServiceNow scripting (JavaScript, Glide APIs), Flow Designer, Integration Hub- .Familiarity with portal development (Service Portal / CSM Portal)- .Experience with REST/SOAP integrations and authentication methods (OAuth2, SAML, JWT)- .Understanding of ITIL/ITSM processes and how they align with CSM- .ServiceNow CSA (Certified System Administrator) required- .Strong analytical, problem-solving, and communication skills.Preferred Skill- s:ServiceNow CSM Implementation Specialist Certification preferre- d.Experience working in Agile/Scrum environments.Educational QualificationsBachelor's degree in Computer Science, Information Technology, or related field.

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