ServiceNow CSM Developer/Architect

Location - PAN India

Job Summary:

We are hiring a skilled ServiceNow Customer Service Management (CSM) Developer to design, configure, and customize ServiceNow CSM applications. The role involves implementing workflows, integrations, and automation to enhance customer service processes and deliver exceptional user experiences.

Key Responsibilities:

• Configure and customize ServiceNow CSM modules including Case Management, Agent Workspace, and Knowledge Management.
• Develop workflows, business rules, client scripts, UI policies, and integrations using ServiceNow best practices.
• Collaborate with business stakeholders to gather requirements and deliver technical solutions.
• Implement Omnichannel capabilities (Chat, Virtual Agent, Email) within CSM.
• Build dashboards and reports for customer service performance tracking.
• Troubleshoot and resolve issues related to CSM modules and integrations.
• Support platform upgrades, patches, and enhancements.

Required Skills:

• ServiceNow development experience, with strong focus on CSM module.
• Proficiency in ServiceNow scripting (JavaScript, Glide API).
• Hands-on experience with REST/SOAP integrations and ServiceNow APIs.
• Familiarity with Omnichannel, Virtual Agent, and Knowledge Management.
• ServiceNow CAD or CSM certification preferred.