Overview
Skills
Job Details
Key Responsibilities
Develop and enhance ServiceNow CSM applications including Case Management, Customer Portal, and Virtual Agent
Configure business rules, UI policies, flows, client scripts, and integrations related to CSM
Collaborate with product owners, business analysts, and stakeholders to gather requirements and translate them into technical solutions
Implement ServiceNow best practices for development, security, and performance
Develop integrations using REST/SOAP APIs and MID servers
Support upgrade planning, testing, and release activities
Troubleshoot and resolve CSM-related defects and performance issues
Document solutions, technical designs, and support procedures
Required Skills & Experience
6+ years of experience with ServiceNow development
Hands-on experience with ServiceNow CSM module is mandatory for this role
Proficient in JavaScript, Glide APIs, Flow Designer, and Service Portal development
Experience with ServiceNow integrations using REST/SOAP APIs
Solid understanding of CSM data models, workflows, and SLAs
Familiarity with ITSM modules and ServiceNow platform architecture
Experience with Agile/Scrum delivery methodology
ServiceNow CSA certification required; CSM or CAD certification preferred