Senior ServiceNow Developer CSM (Customer Service Management)

Role: Senior ServiceNow Developer CSM (Customer Service Management)

Location: Ewing, NJ

Duration: 12 months

Rate: 67/hr on C2C

We are seeking a Senior ServiceNow Developer with deep Customer Service Management (CSM) expertise to design, build, and optimize solutions across the ServiceNow platform. This role will lead development for CSM workflows, integrations, and automation, ensuring scalable, secure, and performant solutions aligned to business outcomes and platform best practices.

You will partner closely with product owners, architects, admins, and stakeholders to deliver enhancements across case management, service operations, knowledge, omnichannel engagement, and customer experiences.

Key Responsibilities

CSM Solution Development & Delivery

End-to-end development for ServiceNow CSM, including Case, Contact, Account, Consumer, Product/Entitlement (where applicable).

Configure and customize CSM components:

Case lifecycle (intake, assignment, resolution, escalation, closure) SLAs/OLAs, assignment rules, routing logic, and workflows Knowledge-centered service enablement and deflection strategies Implement customer-facing experiences through Service Portal / Employee Center / Customer portals (as applicable).

Platform Engineering & Customization

Develop using Flow Designer, Business Rules, Script Includes, UI Policies, Client Scripts, UI Actions, and ACLs.

Build/extend data models, tables, and relationships while minimizing technical debt and avoiding unnecessary customization.

Create reusable utilities and frameworks (scripted APIs, common libraries) to improve maintainability.

Integrations & Automation

Design and implement integrations using REST/SOAP APIs, IntegrationHub spokes, MID Server, and event-driven patterns (where applicable).

Build robust error handling, logging, and monitoring for integrations and automation.

Support data migration and synchronization (import sets, transform maps, scheduled jobs).

Quality, Performance & Governance

Ensure adherence to ServiceNow best practices, secure coding, and performance optimization.

Conduct code reviews, support CI/CD (Update Sets / DevOps integration), and maintain development standards.

Provide technical leadership: troubleshooting complex issues, root cause analysis, and platform optimization.

Partner with architects to align implementation to platform strategy and roadmap.

Collaboration & Leadership

Translate business needs into technical designs and user stories with clear acceptance criteria.

Mentor developers/admins and elevate team capability through knowledge sharing.

Work cross-functionally with ITSM/ITOM/SecOps teams where CSM touches enterprise workflows.

Required Qualifications

10+ years hands-on ServiceNow development experience (or equivalent), with strong scripting skills.

3+ years delivering solutions specifically in ServiceNow CSM (Case Management, customer workflows, portals/engagement).

Strong experience with:

Server-side and client-side scripting (JavaScript on ServiceNow) Flow Designer (and Workflow where legacy exists) Security model (ACLs, roles, data separation, domain separation if applicable) ServiceNow data model and CMDB awareness (where relevant) Proven ability to deliver in Agile environments (Scrum) and manage multiple priorities.

Preferred Qualifications

Experience with CSM adjacent capabilities:

Knowledge Management, Virtual Agent, Now Assist/GenAI (if in scope), Performance Analytics Omnichannel (chat, email inbound, CTI), Interaction Management Experience with platform modules that integrate with CSM:

ITSM, Field Service Management (FSM), ITOM, HRSD, SecOps

Familiarity with:

ServiceNow DevOps, automated testing (ATF), source control, CI/CD pipelines Service Portal development (AngularJS), UI Builder / Next Experience (where used) ServiceNow certifications (strong plus):

CSA, CAD

CSM Implementer (or equivalent)

CIS (CSM/ITSM) and/or Application Developer Key Skills (Must-Have)

ServiceNow CSM case management architecture and lifecycle design Strong JavaScript development on ServiceNow platform Flow Designer + scripting for orchestration and automation API integrations (REST/SOAP), IntegrationHub, MID Server Security and access controls (roles, ACLs, data policies) Troubleshooting, performance tuning, and platform governance

Thanks & Regards,

Akhil,

Advent Global Solutions (AGS),

Email ID: akhil dot macharla at adventglobal dot com