ServiceNow CSM

Role & responsibilities

• Design, configure, develop, and customize ServiceNow CSM applications and solutions.
  • Develop and configure Case Management, Customer/Consumer Management, Accounts, Contacts, Entitlements, SLAs, Service Catalog, Knowledge Management, and Customer Service Portal capabilities.
  • Develop Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, ACLs, Data Policies, Notifications, and Flow Designer workflows.
  • Configure and customize Customer Service Management Workspace and related experiences.
  • Develop reusable and scalable solutions using ServiceNow scripting and platform best practices.
  • Design and implement integrations between ServiceNow and external systems using REST/SOAP APIs, IntegrationHub, MID Server, and Import Sets.
  • Work with IntegrationHub spokes and integration patterns where applicable.
  • Develop and maintain custom applications, scoped applications, and application components.
  • Configure ServiceNow portals, UI Builder, widgets, and user experiences as required.
  • Implement data migration, transformation, and data quality activities using Import Sets and Transform Maps.
  • Perform code reviews and ensure development follows ServiceNow best practices and coding standards.
  • Collaborate with Solution Architects, Business Analysts, QA teams, and customers to translate requirements into technical solutions.
  

Required Technical Skills:

• 48 years of hands-on ServiceNow development experience.
  • Strong experience implementing and customizing ServiceNow CSM.
  • Strong knowledge of:
  o CSM Case Management
  o Accounts & Contacts
  o Consumer Management
  o Entitlements
  o SLAs
  o Knowledge Management
  o Customer Service Portal / Employee & Customer Experiences
  o CSM Workspace
  • Strong proficiency in JavaScript and ServiceNow scripting.
  • Experience with:
  o Business Rules
  o Client Scripts
  o Script Includes
  o UI Policies / UI Actions
  o ACLs
  o Data Policies
  o Notifications
  o Flow Designer
  o Scheduled Jobs
  o Scripted REST APIs
  • Hands-on experience with REST/SOAP integrations and IntegrationHub.
  • Good understanding of ServiceNow data model, tables, dictionary, reference fields, relationships, and security model.
  • Experience with Import Sets, Transform Maps, data migration, and data reconciliation.
  • Knowledge of ServiceNow update sets, application scope, source control, and deployment processes.
  • Understanding of ServiceNow upgrade and release management.
  Preferred Skills
  • ServiceNow Certified System Administrator (CSA).
  • Certified Application Developer (CAD) certification.
  • Certified Implementation Specialist – Customer Service Management (CIS-CSM).