ServiceNow CSM Developer

Position Summary:

We are looking for a skilled and experienced Senior ServiceNow Developer with a specialization in Customer Service Management (CSM) to join our growing ServiceNow team. You will be responsible for the design, development, implementation, and support of ServiceNow CSM applications and features that enhance our customer engagement and service delivery capabilities.

The ideal candidate should have a deep understanding of ServiceNow’s CSM architecture, strong scripting and integration skills, and a firm grasp of ITIL processes. This role will collaborate closely with stakeholders to deliver scalable, high-performance CSM solutions tailored to business needs.

Key Responsibilities:

• Lead the technical design and development of ServiceNow CSM solutions, including Case Management, Customer Portals, Agent Workspaces, and Knowledge Management.
• Customize and enhance CSM components such as Case Lifecycle, Account/Contact Management, Service Contracts, Entitlements, and Workflows.
• Develop and manage custom widgets, Service Portals, and advanced UI customizations using JavaScript, HTML, and AngularJS.
• Build and maintain system integrations between ServiceNow and external platforms (CRM, ERP, support tools) using REST/SOAP APIs.
• Implement Business Rules, Client Scripts, UI Actions, Script Includes, and Flow Designer automations.
• Ensure platform scalability, performance, and adherence to best practices and enterprise architecture standards.
• Work closely with CSM process owners, business analysts, and other developers to define and implement business requirements.
• Contribute to continuous improvement efforts by identifying platform enhancements and automation opportunities.
• Provide system documentation, training materials, and knowledge transfer to support and operations teams.
• Troubleshoot and resolve technical issues related to CSM modules and integrations.

Required Skills and Experience:

• 5+ years of hands-on development experience with ServiceNow, including 2+ years focused on the CSM module.
• Strong understanding of CSM data model, including Accounts, Contacts, Cases, SLAs, Entitlements, and Customer Contracts.
• Proven experience developing with JavaScript, Glide APIs, and ServiceNow Script Frameworks.
• Experience creating and customizing Service Portals and CSM-specific widgets.
• Strong integration knowledge using REST/SOAP APIs, webhooks, and external authentication mechanisms (OAuth, JWT, etc.).
• Experience with Flow Designer, Notification Engine, and Virtual Agent is a plus.
• Working knowledge of ITIL processes such as Incident, Change, Problem, and CMDB, and how they intersect with CSM.
• Excellent communication, documentation, and stakeholder engagement skills.

Preferred Qualifications:

• ServiceNow Certified System Administrator (CSA) – Required or willing to obtain quickly.
• Certified Implementation Specialist – CSM – Highly preferred.
• Exposure to ServiceNow Performance Analytics, Surveys, or IntegrationHub is a strong plus.
• Familiarity with Agile/Scrum delivery methodologies.

What We Offer:

• Opportunity to work on high-impact CSM implementations across global clients.
• Collaborative and innovation-driven work culture.
• Competitive salary and benefits aligned with industry standards