ServiceNow CSM

The ServiceNow CSM (Customer Service Management) Technical Lead / Developer to design, create, configure, and implement ServiceNow CSM solutions to meet business needs. This position requires technical leadership, hands-on development, and cooperation with business stakeholders, architects, and other technical teams to ensure high-quality delivery in accordance with best practices and organizational goals.

Experience - 5+ years (with at least 2+ years in a Technical Lead Role)

Required Skills & Qualifications -

· 5+ years of ServiceNow experience, with at least 2+ years in technical leadership roles.

· Deep understanding of ServiceNow platform capabilities and architecture.

· Develop and customize CSM components such as:

· Case Management

· Account & Contact Management

· Entitlements, SLAs, and Contract Management

· Customer Portal / Service Portal widgets

· Playbooks for CSM, Agent Workspace, and Guided Decisions

· Configure and customize forms, workflows, business rules, client scripts, UI policies, UI actions, and notifications.

· Integrate ServiceNow CSM with other modules (ITSM, FSM, HRSD) or external systems (e.g., Salesforce, SAP, third-party CRMs).

· Strong scripting knowledge (JavaScript, GlideScript, Flow Designer, etc.).

· Proficiency in integrations (REST/SOAP APIs, webhooks, etc.).

· Hands-on experience with Agile methodologies and tools (ServiceNow Agile 2.0)

Certifications :

ServiceNow Certified System Administrator (CSA) – RequiredServiceNow Certified Application Developer – RequiredServiceNow Certified Implementation Specialist (CSM) – Required