ServiceNow CSM Developer – Job Description

Position: ServiceNow Developer Experience Required: 3 to 8 years
Minimum Module Experience: At least 2 years of hands-on experience
Work Location:, Electronic City, Bangalore
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

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

• Overall Experience:  3+years of hands-on ServiceNow development experience.
• Core CSM Experience: A minimum of 2+ years of direct, hands-on experience implementing, configuring, and customizing the ServiceNow CSM module.
• Technical Skills:
• Strong proficiency in JavaScript, GlideAPIs, Business Rules, and Script Includes.
• Proven experience with Service Portal development (e.g., building custom widgets, AngularJS, HTML, CSS).
• CSM Knowledge: Deep understanding of the CSM data model, including Accounts, Contacts, Consumers, Cases, and Product Models.
• Workflow: Experience with Flow Designer for building complex process automation.
• Certification: ServiceNow Certified System Administrator (CSA) is mandatory.

Preferred (Nice-to-Have) Qualifications

• Advanced Certification: ServiceNow Certified Implementation Specialist (CIS) - Customer Service Management is highly preferred.
• Related Modules: Experience with Field Service Management (FSM), ITSM, or App Engine.
• Integrations: Hands-on experience with CTI (e.g., InContact, Five9) or live chat integrations.
• Analytics: Familiarity with Performance Analytics (PA) for creating CSM-specific dashboards and KPIs.
• Methodology: Experience working in an Agile/Scrum development environment.