CRM Engineer – ServiceNow

Jobtailor; Pune District; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Jobtailor is seeking an experienced ServiceNow Developer to design and implement CRM/CSM workflows, automate customer support processes, and integrate enterprise systems. The role emphasizes AI-enabled automation, scalable custom apps, and secure, standards-compliant development practices.

You will work across Case Management, Knowledge Management, and Omnichannel engagements, contributing to enterprise-level automation initiatives and platform upgrades.

Qualifications

• 7+ years of relevant ServiceNow platform development experience with expertise in CRM/CSM workflows, intelligent workflow automation, enterprise integrations, CMDB/CSDM implementations, and AI-powered ServiceNow capabilities.

Responsibilities

• Design, configure, and develop solutions on the ServiceNow platform across CRM, CSM, enterprise workflow modules, and custom applications.
• Develop and enhance CSM workflows including Case Management, Customer Interaction Management, Omnichannel Engagement, Knowledge Management, Service Request Automation and Customer Self-Service Portals.
• Configure workflows, business rules, client scripts, UI policies, script includes, catalogs, and integrations.
• Develop AI-powered customer support automation and conversational workflow solutions.
• Support workflow orchestration across customer operations, support systems, and enterprise applications.

Skills

Platform Development

CRM/CSM Workflows

JavaScript Glide APIs

AI-Powered Automation

CMDB/CSDM Implementations

Tools

ServiceNow Studio

IntegrationHub

MID Server

Now Assist GenAI Skills

Flow Designer

Job description

• Design, configure, and develop solutions on the ServiceNow platform across CRM, CSM, enterprise workflow modules, and custom applications.
• Develop and enhance Customer Service Management (CSM) workflows including Case Management, Customer Interaction Management, Omnichannel Engagement, Knowledge Management, Service Request Automation and Customer Self-Service Portals.
• Implement intelligent customer workflows using Now Assist GenAI Skills AI Agents
• Configure workflows, business rules, client scripts, UI policies, script includes, catalogs, and integrations.
• Develop AI-powered customer support automation and conversational workflow solutions.
• Build and maintain scoped applications using ServiceNow Studio.
• Develop integrations using REST/SOAP APIs, IntegrationHub, MID Server, and external CRM/enterprise systems.
• Support workflow orchestration across customer operations, support systems, and enterprise applications.
• Participate in CMDB, CI lifecycle management, and CSDM-aligned service modeling initiatives.
• Translate functional and technical requirements into scalable and efficient technical solutions.
• Ensure compliance with ServiceNow development best practices, security guidelines, and coding standards.
• Conduct unit testing, debugging, defect resolution, and technical troubleshooting.
• Participate in peer reviews and contribute to development governance standards.
• Support platform upgrades, enhancements, and release management activities.
• Participate in AI-driven customer workflow automation and enterprise integration initiatives.
• Contribute to reusable CRM workflow frameworks, accelerators, and automation assets.
• Participate in solution design workshops and technical discussions with customer operations and business teams.
• Support deployment, UAT, hypercare, and post-production stabilization activities.

Requirements

• 7+ years of relevant ServiceNow platform development experience with expertise in CRM/CSM workflows, intelligent workflow automation, enterprise integrations, CMDB/CSDM implementations, and AI-powered ServiceNow capabilities.
• Hands-on experience as a ServiceNow Developer in enterprise or consulting environments.
• Strong understanding of customer service operations, digital customer engagement, and CRM workflow automation.
• Expertise in JavaScript Glide APIs Flow Designer Script Includes Business Rules Client Scripts UI Policies IntegrationHub
• Strong experience with ServiceNow Customer Service Management (CSM) and related modules such as CSM ITSM Service Catalog HRSD ITOM Custom Applications
• Experience implementing Case Management workflows Customer lifecycle workflows Omnichannel support experiences Customer self-service solutions Knowledge-driven support automation
• Experience with Now Assist GenAI Skills AI Agents / Agentic Workflows AI Search Predictive Intelligence
• Working knowledge of CMDB architecture CSDM framework CI relationships Service Mapping concepts
• Familiarity with A2A and MCP-based AI integration approaches is an advantage.
• Understanding of scoped applications, update sets, CI/CD

Core Competencies

Demonstrates extensive expertise in ServiceNow platform development, particularly in CRM and CSM workflows, intelligent workflow automation, and enterprise integrations. Proficient in translating functional requirements into scalable solutions while ensuring compliance with best practices and security guidelines.

Highest-signal resume keywords

• ServiceNow Platform Development
• CRM/CSM Workflow Automation
• JavaScript Glide APIs
• AI-Powered Customer Support Automation
• CMDB/CSDM Implementations

ATS Optimization Keywords

Hard Skills

• ServiceNow Development
• Workflow Configuration
• REST/SOAP API Integration
• Case Management Workflows
• Omnichannel Engagement
• Knowledge Management
• Service Request Automation
• Client Scripts
• Business Rules
• Script Includes

Soft Skills

• Collaboration
• Problem-Solving
• Technical Troubleshooting

Industry Keywords

• Customer Service Management
• Digital Customer Engagement
• CI/CD
• Scoped Applications
• CSDM Framework

Tools & Technologies

• ServiceNow Studio
• IntegrationHub
• MID Server
• Now Assist GenAI Skills
• Flow Designer