ServiceNow CSM Consultant

Immediate Joiners Only!!

We are seeking an experienced ServiceNow CSM Consultant/Developer to join our team to design, implement, and enhance the Customer Service Management (CSM) module within ServiceNow. The ideal candidate will have deep expertise in ServiceNow development, strong knowledge of CSM processes, and the ability to translate business requirements into technical solutions that drive customer satisfaction and operational efficiency.

Key Responsibilities:

• Lead the design, configuration, development, and deployment of ServiceNow CSM applications.
• Implement core CSM functionalities such as Case Management, Account and Contact Management, Knowledge Management, Communities, and Virtual Agent.
• Customize and enhance workflows, business rules, UI policies, and client scripts to meet business needs.
• Work with stakeholders to gather requirements, define user stories, and create solutions that align with business goals.
• Integrate ServiceNow with third-party systems (e.g., CRM, ERP) using REST/SOAP APIs and IntegrationHub.
• Provide technical expertise and guidance on best practices for ServiceNow CSM platform architecture and configuration.
• Support upgrade activities, testing, and release management processes.
• Collaborate with internal teams including ServiceNow Platform, Security, and Infrastructure teams.
• Maintain system documentation and create knowledge articles as needed.

Required Skills & Qualifications:

• 3–5+ years of ServiceNow platform experience, with at least 2+ years focused on CSM module.
• Strong understanding of ITIL and customer service operations.
• Proficient in JavaScript, Glide, ServiceNow Studio, Flow Designer, and IntegrationHub.
• Hands-on experience with case lifecycle, SLA management, knowledge base, and customer portals.
• Experience with ServiceNow integrations using REST, SOAP, and MID Server.
• ServiceNow Certified System Administrator (CSA) is required.

ServiceNow Certified Implementation Specialist – CSM is highly preferred.