Job Description
<p><p>We are seeking a skilled and motivated ServiceNow CSM (Customer Service Management) Developer to join our growing IT Service Management team.<br/><br/> The ideal candidate will have strong hands-on experience in ServiceNow development, customization, and implementation, specifically within the CSM module.<br/><br/> This role involves working closely with business stakeholders, architects, and technical teams to deliver scalable solutions that improve customer service operations and digital workflows.</p><p><br/><b>Key Responsibilities :</b><br/></p><p><br/></p><p>- Design, develop, and implement solutions within the ServiceNow CSM module, including case management, customer portals, knowledge management, and service catalogs.<br/></p><p><br/></p><p>- Customize ServiceNow applications by developing scripts, business rules, client scripts, workflows, UI policies, and data integrations.<br/></p><p><br/></p><p>- Collaborate with stakeholders to gather requirements, translate them into technical specifications, and implement tailored solutions.<br/></p><p><br/></p><p>- Build and maintain integrations between ServiceNow and external systems using REST, SOAP, APIs, and IntegrationHub.<br/></p><p><br/></p><p>- Configure and customize customer portals, Virtual Agent, and knowledge base for improved customer experiences.<br/></p><p><br/></p><p>- Implement automation, process optimization, and workflow enhancements to support efficient customer service operations.<br/></p><p><br/></p><p>- Develop and maintain reports, dashboards, and performance analytics to monitor KPIs and service performance.<br/></p><p><br/></p><p>- Ensure all ServiceNow development follows best practices, coding standards, and ITIL-based processes.<br/></p><p><br/></p><p>- Troubleshoot, debug, and resolve issues within the ServiceNow environment to maintain smooth system operations.<br/></p><p><br/></p><p>- Stay updated with new ServiceNow releases, features, and capabilities, applying relevant enhancements to CSM.<br/></p><p><br/></p><p>- Work closely with architects, admins, and QA teams to ensure successful solution delivery.</p><p><br/><b>Required Skills & Qualifications :</b><br/></p><p><br/></p><p>- 5-8 years of overall IT experience with 3+ years in ServiceNow development.<br/></p><p><br/></p><p>- Proven hands-on experience in ServiceNow CSM module (Customer Service Management).<br/></p><p><br/></p><p>- Strong knowledge of ServiceNow development practices business rules, client scripts, flows, workflow, UI actions, ACLs, and data policies.<br/></p><p><br/></p><p>- Experience integrating ServiceNow with third-party applications using REST/SOAP APIs.<br/></p><p><br/></p><p>- Familiarity with JavaScript, HTML, CSS, AngularJS, and ServiceNow scripting.<br/></p><p><br/></p><p>- Good understanding of ITIL processes and their application within ServiceNow.<br/></p><p><br/></p><p>- Strong problem-solving and debugging skills.<br/></p><p><br/></p><p>- Excellent communication and interpersonal skills to work with both technical and business stakeholders.</p><p><br/><b>Preferred Skills :</b><br/></p><p><br/></p><p>- ServiceNow Certified System Administrator (CSA) certification.<br/></p><p><br/></p><p>- ServiceNow Certified Application Developer (CAD) or Certified Implementation Specialist CSM certification.<br/></p><p><br/></p><p>- Exposure to additional ServiceNow modules such as ITSM, ITOM, ITBM, HRSD.<br/></p><p><br/></p><p>- Experience with Agile methodologies and DevOps practices.<br/></p><p><br/></p><p>- Familiarity with Performance Analytics, Virtual Agent, and AI Search in ServiceNow.</p><p><br/><b>Why Join Us ?</b></p><p><br/>- Opportunity to work on cutting-edge ServiceNow CSM projects.<br/></p><p><br/></p><p>- Be part of a collaborative and innovative team environment.<br/></p><p><br/></p><p>- Exposure to end-to-end ServiceNow implementation lifecycles.<br/></p><p><br/></p><p>- Career growth through continuous learning and certifications</p><br/></p> (ref:hirist.tech)