Senior CSM Developer

We are looking for an
experienced ServiceNow CSM (Customer Service Management) Developer to design,
build, and support solutions on the ServiceNow platform. The ideal candidate
will have hands -on development experience with the CSM module, strong platform
fundamentals, and the ability to translate business requirements into scalable,
well -architected ServiceNow solutions.

•     Design, configure, and develop solutions on the
ServiceNow Customer Service Management (CSM) application, including Case
Management, Account/Contact Management, and Service Contracts.

•     Gather and analyze business requirements and translate
them into functional and technical design specifications.

•     Develop and customize workflows, business rules, client
scripts, UI policies, UI actions, ACLs, and Flow Designer flows.

•     Configure Service Level Agreements (SLAs), Assignment
Rules, and Notifications relevant to CSM processes.

•     Integrate ServiceNow CSM with other modules (ITSM,
Field Service Management) and third -party systems using REST/SOAP APIs, MID
Server, and Integration Hub.

•     Build and maintain Service Portal / Employee/Customer
Service Portal widgets and pages related to CSM.

•     Participate in unit testing, UAT support, defect
resolution, and deployment activities across environments.

•     Prepare and maintain technical documentation, including
design documents, configuration guides, and release notes.

•     Follow ServiceNow development best practices, coding
standards, and platform governance guidelines.

•     Collaborate with cross -functional teams including
business analysts, QA, and platform architects to deliver high -quality
solutions.

•     Support incident and problem resolution for CSM -related
issues in production environments.

•     3–6 years of overall IT experience, with a minimum of
2–3 years of hands -on experience specifically in ServiceNow CSM development.

•     Strong working knowledge of the ServiceNow platform,
including Case Management, Configuration Management Database (CMDB), and
Service Catalog.

•     Proficiency in JavaScript, Glide APIs, and
server/client -side scripting within ServiceNow.

•     Experience with Flow Designer, Integration Hub, and
REST/SOAP web service integrations.

•     Solid understanding of ServiceNow data model, ACLs, UI
Policies, Business Rules, and Script Includes.

•     Familiarity with Agile/Scrum development methodology
and tools such as JIRA or Azure DevOps.

•     Experience with Service Portal development
(AngularJS/Widgets) is an added advantage.

•     Good understanding of ITIL processes as they relate to
Customer Service Management.

•     Strong analytical, problem -solving, and debugging
skills.

•     Excellent verbal and written communication skills, with
the ability to interact with both technical and business stakeholders.

•     ServiceNow Certified System Administrator (CSA)
certification.

•     ServiceNow Certified Implementation Specialist –
Customer Service Management (CIS -CSM) certification.

•     Exposure to Field Service Management (FSM) or ITSM
modules.

•     Experience working in a global delivery /
offshore -onshore team model.

Bachelor's degree in Computer
Science, Information Technology, or a related field (or equivalent practical
experience).

•     Opportunity to work on enterprise -scale ServiceNow
implementations.

•     Collaborative, learning -focused work environment.

•     Competitive compensation and benefits package.

•     Career growth and certification support within the
ServiceNow ecosystem.