Servicenow Developer

Role & Responsibilities:

• 4+ years of hands-on experience with ServiceNow, including at least 2+ years specifically with

  ServiceNow CSM

  .
• Strong understanding of ServiceNow architecture, data models, and CSM-specific features.
• Experience in configuring and deploying CSM modules such as:
• Case Management
• Omni-Channel (Chat, Email, Voice)
• Knowledge Management
• Virtual Agent
• Communities
• Playbooks
• ServiceNow Certified System Administrator (CSA) required.
• Act as the primary SME for all matters related to the ServiceNow Customer Service Management (CSM) module.
• Lead end-to-end implementations of ServiceNow CSM, including scoping, design, configuration, testing, and deployment.
• Translate business requirements into ServiceNow solutions using best practices and platform capabilities.
• Guide customers through the design and architecture of scalable and extensible ServiceNow CSM solutions.
• Configure and customize CSM applications including Case Management, Account/Contact Management, Playbooks, SLAs,Virtual Agent, Communities, and Workflows.
• Collaborate with ServiceNow developers, architects, and business stakeholders to ensure successful delivery.
• Provide expert troubleshooting and support for CSM functionality.
• Assist in roadmap planning and platform enhancement strategies.
• Stay updated with the latest ServiceNow CSM features and enhancements.
• ServiceNow Certified Implementation Specialist CSM preferred.
• Proficiency with scripting (JavaScript, Glide), Flow Designer, Business Rules, and Integration Hub.

Experience working in Agile/Scrum delivery environments.