SO_ServiceNow_CSM_Developer

Robert Bosch Engineering and Business Solutions Private Limited

3 - 4 years

5 - 6 Lacs

pune

Posted:2 weeks ago| Platform:

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Skills Required

computer science coding enterprise applications analytical javascript customer service unit testing saml information technology system administrator

Work Mode

Work from Office

Job Type

Full Time

Job Description

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:

3 4 years of hands-on experience in ServiceNow ITOM.

Strong knowledge of
ServiceNow CSM modules
Experience with
ServiceNow scripting
(JavaScript, Glide APIs), Flow Designer, Integration Hub.
Familiarity with
portal development
(Service Portal / CSM Portal).
Experience with
REST/SOAP integrations
and authentication methods (OAuth2, SAML, JWT).
Understanding of
ITIL/ITSM processes
and how they align with CSM.
ServiceNow
CSA (Certified System Administrator)
required.
Strong analytical, problem-solving, and communication skills.

Preferred Skills:

ServiceNow
CSM Implementation Specialist Certification
preferred.
Experience working in Agile/Scrum environments.

Qualifications

Bachelor s degree in Computer Science, Information Technology, or related field.

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