Servicenow Developer

Position: ServiceNow Developer (CSM & AI)
Employment Type: Long-Term Contract
Location: 100% Remote from India
Language Requirement: Fluent English

About the Role

This role will initially focus on designing and implementing Customer Service Management (CSM) processes and workflows within ServiceNow, leveraging out-of-the-box platform capabilities and modern AI-driven features.

You will work within a small team of solution specialists and act as a key technical expert supporting Business Analysts and Solution Architects. We are seeking a highly hands-on professional who can work independently, solve complex technical challenges, and contribute to high-quality solution delivery.

Key Responsibilities

• Translate business requirements and user stories into scalable ServiceNow solutions.
• Design and develop ServiceNow CSM functionality while minimizing unnecessary customizations.
• Collaborate closely with Architects and technical leads on solution design and implementation.
• Deliver ServiceNow CSM, ITSM, and FSM enhancements and implementations.
• Configure and enhance:
• Case Management
• Service Catalog
• Customer Portals
• Workspaces
• UI Builder Components
• Flow Designer Workflows
• Develop integrations with third-party applications using Scripted APIs and Integration Hub.
• Support data management initiatives including CMDB and CSDM adoption.
• Identify opportunities to leverage AI and automation to improve customer service processes.
• Address UAT feedback and continuously improve existing solutions.
• Ensure development quality, platform best practices, and delivery excellence.

Required Experience & Skills

Technical & Functional Expertise

• 7+ years of hands-on ServiceNow experience.
• Minimum 4+ years of ServiceNow CSM experience.
• Strong expertise in:
• Customer Service Management (CSM)
• Service Catalog setup and configuration
• Virtual Agent
• Engagement Messenger and Omnichannel capabilities
• Experience with Portal Management and Customization.
• Strong understanding of ServiceNow platform capabilities, including:
• Core applications
• Shared platform capabilities
• CMDB
• Experience integrating ServiceNow with external platforms using:
• Scripted REST APIs
• Integration Hub
• Expertise in:
• Workspaces
• UI Builder
• Flow Designer
• Good understanding of CSDM.
• Strong awareness of ServiceNow product roadmap and platform evolution.

AI & Innovation

• Interest and exposure to AI-driven ServiceNow capabilities, including:
• Now Assist
• Generative AI (GenAI)
• AI Agents
• Ability to identify customer service use cases suitable for AI and automation.
• Experience evaluating or prototyping solutions such as:
• Chatbots
• Predictive Intelligence
• AI-driven customer support capabilities
• Curiosity about AI trends and emerging technologies beyond the ServiceNow ecosystem.