ServiceNow Developer – CSM

About the Role

We are seeking a highly skilled ServiceNow CSM Developer to design, configure, and support Customer Service Management solutions that elevate customer engagement, streamline case resolution, and optimize service operations. The ideal candidate has solid expertise in CSM modules and a strong understanding of end-to-end customer service workflows.

Key Responsibilities

CSM Development & Configuration

• Implement and configure ServiceNow CSM modules , including:
• Case Management
• Account & Contact Management
• Customer Portal / Service Portal
• Playbooks for CSM
• CSM Configurable Workspaces
• Develop and enhance Case workflows, SLA policies, entitlements, assignment rules, inbound actions, and notifications.

Platform Customization

• Build and maintain components such as:
• Client Scripts, UI Policies, UI Actions
• Business Rules, Script Includes, Glide APIs
• Flow Designer flows & Subflows
• Service Catalog / Request Management for CSM
• Customize portals, dashboards, and performance analytics for customer service KPIs.

Integrations & Automation

• Integrate CSM with external CRMs, ticketing systems, telephony/CTI, or customer engagement platforms using REST/SOAP APIs.
• Troubleshoot integration issues and ensure smooth data exchange across systems.

Collaboration & Support

• Work closely with customer service teams, product owners, and architects to gather requirements and deliver scalable CSM solutions.
• Participate in testing, deployment, documentation, and ongoing enhancements.
• Provide platform support and assist in upgrades and CSM feature improvements.

Required Skills

• 5+ years of experience as a ServiceNow Developer , with a focus on CSM.
• Strong understanding of Case Management , SLAs, Workflows, and CSM Data Model.
• Hands-on expertise with JavaScript, Glide API, Flow Designer, Business Rules, and integrations.
• Experience customizing portals or workspaces within ServiceNow.
• Solid understanding of platform security (ACLs, roles, data access).
• Excellent communication and analytical skills.

Preferred Qualifications

• ServiceNow CSA (Certified System Administrator) .
• ServiceNow CSM Implementation Certification (highly preferred).
• Experience with:
• ServiceNow Process Automation Designer / Playbooks
• Digital Engagement, Chat, or CTI integrations
• Customer Service Operations & CRM concepts
• Exposure to Agile/Scrum methodologies.