ServiceNow CSM Developer

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

Preferred Skill

s.

Educational Qualificati

onsBachelor’s degree in Computer Science, Information Technology, or related fie

ld.