ServiceNow CSM Developer

ServiceNow CSM Developer

Experience Required : 3 to 8 years

Minimum Module Experience : At least 2 years of hands-on experience

Work Location : Bangalore and Chennai

Work Timing : Flexible (2 PM to 11 PM IST)

Mandatory Availability : 6 : 30 PM to 10 : 30 PM IST (Canada team overlap)

Work Culture : Hybrid – 3 days office

Job Description

Position Summary

We are looking for a skilled ServiceNow CSM Developer to join our team and lead the development, configuration, and enhancement of our Customer Service Management (CSM) platform. This role is pivotal in transforming our customer service operations, moving from traditional support to a proactive and seamless digital engagement model.

You will be responsible for translating complex business requirements into technical solutions within the CSM module, building out our customer-facing Service Portal, optimizing the Agent Workspace, and integrating with critical business systems to create a unified customer experience.

Key Responsibilities

• CSM Solutioning : Design, develop, and implement solutions on the ServiceNow CSM platform, including Case Management, Agent Workspace, Account and Contact management, and Proactive Customer Service Operations.
• Portal Development : Build and maintain our customer-facing Service Portal, creating an intuitive and engaging user experience. This includes developing custom widgets, pages, and components using Service Portal technologies (Angular, HTML, CSS).
• Workflow Automation : Create and manage advanced workflows using Flow Designer to automate customer service processes, escalations, and notifications.
• Configuration : Configure and customize all aspects of the CSM application, including business rules, client scripts, UI policies, and UI actions to meet business needs.
• Integration : Implement and manage integrations between ServiceNow CSM and other enterprise systems, such as CRM (e.g., Salesforce), CTI (Computer Telephony Integration), and ERP platforms, using IntegrationHub, REST, and SOAP.
• Knowledge Management : Configure and support the customer-facing Knowledge Base, ensuring it is integrated with case management and provides relevant self-service options.
• Stakeholder Collaboration : Work closely with customer service managers, product owners, and business stakeholders to gather requirements, demo new features, and provide technical guidance.
• Platform Health : Adhere to ServiceNow development best practices, manage solutions in update sets, and support platform upgrades, testing, and validation for the CSM application.

Required Qualifications & Skills

Preferred (Nice-to-Have) Qualifications