ServiceNow CSM Integration Specialist

Job Description:

We are seeking a highly skilled ServiceNow CSM Integration Specialist with hands-on experience in implementing and integrating Customer Service Management (CSM) modules.

The ideal candidate should possess a strong background in ServiceNow platform development, third-party integrations using REST/SOAP, and excellent understanding of customer support workflows. Key Responsibilities:

• Implement and customize ServiceNow CSM modules, including Case Management, Account Management, Customer Portals, and Virtual Agent.
• Develop end-to-end integrations with third-party systems using REST/SOAP web services, IntegrationHub, and MID Servers.
• Configure CSM-specific components such as Playbooks, Agent Workspace, Knowledge Management, SLAs, and Workflows.
• Work closely with stakeholders to understand business processes and deliver scalable solutions.
• Build reusable, scalable integration solutions across various systems (e.g., Salesforce, SAP CRM, external ticketing tools).
• Manage data flows, authentication (OAuth 2.0, Basic Auth), error handling, and performance optimization for integrations.
• Participate in Agile/Scrum ceremonies, including sprint planning, retrospectives, and daily standups.
• Conduct unit testing and support Automated Test Framework (ATF) setup for regression coverage. Mandatory Skills:
• 2+ years of hands-on experience with ServiceNow CSM and Integrations
• Strong understanding of customer service workflows and case resolution
• Proven experience in integration development using REST/SOAP APIs
• Proficient with JavaScript, Glide APIs, Business Rules, Script Includes, and Flow Designer
• Experience with OAuth 2.0, MID Servers, and IntegrationHub Spokes
• Ability to work independently and in a collaborative Agile environment
• Excellent communication skills (verbal and written)