CSM+ ServiceNow Integrations

Job Description: CSM ServiceNow Integrations Specialist

With 5+ years of experience and a strong background in ServiceNow platform development, we seek a highly skilled individual to implement and integrate Customer Service Management (CSM) modules.

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.
• Collaborate with customer stakeholders to understand business processes and deliver scalable solutions.
• Build reusable, scalable integration solutions across various systems.
• Manage data flows, authentication, 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).

Our ideal candidate will have a strong background in ServiceNow platform development, excellent communication skills, and the ability to work collaboratively in an Agile environment.