Overview

We are seeking an experienced ServiceNow ITSM & Customer Service Management (CSM) Developer with 5+ years of hands-on ServiceNow development experience. The ideal candidate will have strong expertise in Customer Service Management (CSM) implementation and customization, supported by solid experience in ITSM development. The role involves designing, developing, integrating, and implementing scalable ServiceNow solutions while collaborating with business stakeholders and cross-functional teams.

Key Responsibilities

• Design, develop, and customize ServiceNow solutions with a primary focus on Customer Service Management (CSM).
• Configure and enhance ITSM modules including Incident, Problem, Change, Request, Knowledge Management, and Service Catalog.
• Develop and maintain Record Producers, Catalog Items, Flow Designer Flows, Workflows, Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, and Notifications.
• Configure and customize CSM capabilities including Case Management, Customer Service Portal, Consumer Service Portal, Case Assignment, Case Routing, Entitlements, Service Level Agreements (SLAs), Account & Contact Management, and Omnichannel capabilities.
• Develop integrations using REST APIs, SOAP APIs, Integration Hub, and MID Server.
• Build and customize Service Portal or Employee Center pages using widgets and AngularJS.
• Participate in solution design, development estimation, unit testing, defect resolution, SIT/UAT support, deployments, production support, and technical documentation while adhering to ServiceNow development best practices.

Required Skills

• The ideal candidate should possess 5+ years of ServiceNow development experience with strong expertise in JavaScript, Glide API, Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Flow Designer, Integration Hub, Update Sets, and ServiceNow Application Development.
• Hands-on experience in Customer Service Management (CSM), Case Management, Customer and Consumer Portals, Entitlements, Case Routing, Account & Contact Management, Service Level Management (SLAs), and CSM workflow configuration is mandatory.
• Candidates should also have experience working with REST APIs, SOAP APIs, Integration Hub, MID Server, JSON, and XML for integrations.

Preferred Skills

• Experience with Service Portal or Employee Center customization, Virtual Agent or Now Assist, Agile/Scrum methodologies, ITIL processes, global delivery models, and basic knowledge of CMDB and Discovery will be considered an advantage.

Certifications

• ServiceNow Certified System Administrator (CSA) - Mandatory
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM)
• ITIL Foundation Certification

Qualifications

Bachelor’s degree in computer science, Information Technology, Engineering, or a related discipline.

Key Competencies

Strong analytical and problem-solving skills, excellent communication and stakeholder management abilities, the ability to work independently as well as collaboratively within global teams, a customer-centric mindset with strong attention to quality and timely delivery, and the ability to mentor junior developers while contributing to technical best practices.