ServiceNow CSM Developer/Architect

Capgemini

9 - 14 years

27 - 37 Lacs

pune bengaluru delhi / ncr

Posted:4 days ago| Platform:

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Skills Required

servicenow csm snow development snow servicenow development customer service management

Work Mode

Hybrid

Job Type

Full Time

Job Description

Location - PAN India

Job Summary:

ServiceNow Customer Service Management (CSM) Developer

Key Responsibilities:

Configure and customize
ServiceNow CSM modules
including Case Management, Agent Workspace, and Knowledge Management.
Develop workflows, business rules, client scripts, UI policies, and integrations using ServiceNow best practices.
Collaborate with business stakeholders to gather requirements and deliver technical solutions.
Implement
Omnichannel capabilities
(Chat, Virtual Agent, Email) within CSM.
Build dashboards and reports for customer service performance tracking.
Troubleshoot and resolve issues related to CSM modules and integrations.
Support platform upgrades, patches, and enhancements.

Required Skills:

ServiceNow development experience
, with strong focus on
CSM module
.
Proficiency in ServiceNow scripting (JavaScript, Glide API).
Hands-on experience with
REST/SOAP integrations
and ServiceNow APIs.
Familiarity with
Omnichannel, Virtual Agent, and Knowledge Management
.
ServiceNow
CAD or CSM certification
preferred.

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