ServiceNow CSM Developer
3 days ago
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 scriptin
g (JavaScript, Glide APIs), Flow Designer, Integration Hub - .Familiarity with
portal developmen
t (Service Portal / CSM Portal) - .Experience with
REST/SOAP integration
s and authentication methods (OAuth2, SAML, JWT) - .Understanding of
ITIL/ITSM processe
s and how they align with CSM - .ServiceNow
CSA (Certified System Administrator
) required - .Strong analytical, problem-solving, and communication skills
**.
Preferred Skill**
- s:ServiceNo
w CSM Implementation Specialist Certificati
on preferre - d.Experience working in Agile/Scrum environment
**s.
Educational Qualificati**
onsBachelor's degree in Computer Science, Information Technology, or related fie
ld.
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