ServiceNow CSM

Job description

Job Title

ServiceNow CSM Developer Experience: 4 – 15 Years Locations: Bengaluru / Chennai / Hyderabad / Pune / Kolkata / Bhubaneswar Job Description: We are seeking an experienced ServiceNow CSM Developer to design, implement, and support Customer Service Management (CSM) solutions on the ServiceNow platform.

Key Responsibilities

• Develop and implement ServiceNow CSM modules including Case Management, Customer Service Portal, and Knowledge Management
• Configure case workflows, SLAs, entitlements, and customer lifecycle processes
• Build and customize Service Portals / Employee Center for customer interactions
• Develop solutions using Business Rules, Client Scripts, Script Includes, UI Policies, and Flow Designer Integrate ServiceNow with external systems using REST/SOAP APIs Configure Omnichannel features (Email, Chat, Virtual Agent)
• Create dashboards and reports for customer service performance and insights Required Skills: Hands-on experience in ServiceNow CSM module
• Strong knowledge of case management, SLAs, and customer workflows
• Proficiency in JavaScript and ServiceNow scripting Experience with Service Portal / UI Builder Understanding of ITSM concepts and integrations ServiceNow certifications (CSA / CAD / CIS–CSM preferred)

Qualifications

BACHELOR OF TECHNOLOGY