ServiceNow CSM Developer

Key Responsibilities:

• Implement and configure ServiceNow

  CSM applications

  including Case Management, Customer Portal, Knowledge Management, Communities, and Agent Workspace.
• Implement

  CSM workflows, playbooks, entitlements, SLAs, and service channels

  (email, chat, phone, virtual agent).
• Develop

  UI policies, business rules, client scripts, flow designer flows, and integrations

  for CSM use cases.
• Configure

  Customer Service Portal

  for end-users and enhance self-service capabilities.
• Integrate CSM with ITSM, FSM, and other enterprise applications.
• Ensure adherence to

  ServiceNow best practices, security, and coding standards

  .
• Collaborate with stakeholders to gather requirements, design solutions, and perform unit testing.
• Troubleshoot and resolve platform/application issues, ensuring smooth delivery of CSM capabilities.
• Stay up to date with the

  latest ServiceNow releases (Utah, Vancouver, Washington, etc.)

  and features related to CSM.

Required Qualifications

:2–4 years of hands-on experience in ServiceNow ITOM

1. .Strong knowledge of

   ServiceNow CSM module

2. sExperience with

   ServiceNow scriptin

   g (JavaScript, Glide APIs), Flow Designer, Integration Hub
3. .Familiarity with

   portal developmen

   t (Service Portal / CSM Portal)
4. .Experience with

   REST/SOAP integration

   s and authentication methods (OAuth2, SAML, JWT)
5. .Understanding of

   ITIL/ITSM processe

   s and how they align with CSM
6. .ServiceNow

   CSA (Certified System Administrator

   ) required
7. .Strong analytical, problem-solving, and communication skills

.Preferred Skill

• s:ServiceNo

  w CSM Implementation Specialist Certificati

  on preferre
• d.Experience working in Agile/Scrum environment

s.Educational Qualificati

onsBachelor’s degree in Computer Science, Information Technology, or related fie