ServiceNow CSM Developer

Junior ServiceNow CSM Developer
PAN India
Lead 5 Yrs Rel
Total Exp - 10

Job Overview

We are seeking a highly skilled Senior ServiceNow CSM Developer with a proven track record of designing, building, and optimizing enterprise-grade customer service architectures. In this role, you will bridge the gap between business strategy and technical execution, designing complex customer-facing workflows, building omni-channel portals, and scaling automated support architectures. As a senior member of our team, you will act as a subject matter expert for the Customer Service Management product line and mentor junior developers through strict update set, branching, and platform governance.

Key Responsibilities

Technical Design & Core CSM Development

• Architecture & Configuration: Lead the technical design and deployment of core CSM components including Case Management, Accounts & Contacts, Entitlements & SLAs, and Contracts.
• Agent Workspace Optimization: Design and customize advanced, multi-tab Configurable Workspaces using UI Builder to optimize agent productivity and user experience.
• Intelligent Routing: Architect omni-channel routing engines leveraging Advanced Work Assignment (AWA), Skills-Based Routing, and Agent Chat.
• Self-Service Enablement: Build and configure secure, multi-language Customer Support Portals, knowledge deflection tools, and AI-powered Virtual Agents.
• Next-Gen AI Capabilities: Deploy and manage ServiceNow Now Assist (GenAI) functionalities for intelligent search, real-time case summarizations, and conversational resolutions.

Platform Customization & Integrations

• Advanced Scripting: Implement robust, performance-optimized JavaScript logic utilizing Glide API, Script Includes, Business Rules, Client Scripts, and Flow Designer.
• Enterprise Integration: Build secure data exchange channels between ServiceNow and third-party systems (e.g., Salesforce, SAP, legacy CRMs, ERPs) using IntegrationHub, REST/SOAP APIs, Web Services, and MID Servers.
• Cross-Module Alignment: Align the CSM implementation with the Common Service Data Model (CSDM), CMDB configurations, and underlying ITSM modules (Incident, Problem, and Change tracking)