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

• .Strong knowledge of ServiceNow CSM module

sExperience with ServiceNow scriptin g (JavaScript, Glide APIs), Flow Designer, Integration Hub

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.