Senior Developer - ServiceNow Now Assist & CSM

NewVision Software; Pune District; Hybrid; INR 1,500,000 - 2,100,000; Full time

Job summary

New Vision Softcom & Consultancy Pvt. Ltd in Pune invites a Senior Developer – ServiceNow Now Assist & CSM to design, build, and optimize CSM solutions with Now Assist capabilities, focusing on case management and agent workflows.

You will gather business requirements, customize Case Management, Agent Workspace, Service Portal, Knowledge Management, and SLAs, and implement integrations using REST, SOAP, IntegrationHub, and MID Server.

Qualifications

• 5–8 years of ServiceNow development experience with emphasis on CSM.
• Hands-on Now Assist implementation experience for CSM.
• Hands-on with Flow Designer, IntegrationHub, and Service Portal widgets.
• Knowledge of CSM modules: Case Management, Entitlements & SLAs, Playbooks, Agent Workspace.

Responsibilities

• Design, develop, and configure CSM solutions to support customer support operations.
• Gather requirements and translate into technical designs and tasks.
• Develop and customize Case Management, Agent Workspace, Service Portal, Playbooks, KB, and SLAs.
• Build Business Rules, Client Scripts, UI Policies, Flow Designer, and Notifications.
• Integrations with CRM/ERP via REST, SOAP, and MID Server.

Skills

ServiceNow Development

CSM Expert

Now Assist

Flow Designer

IntegrationHub

Service Portal

Education

Undergraduate degree

Tools

REST APIs

SOAP

MID Server

Job description

Senior Developer - ServiceNow Now Assist...

NVS/SD-SNA-C/1841899

• IT-IS
• Pune

Posted On 25 Aug 2026

End Date 25 Aug 2027

Required Experience 5 - 8 years

Basic Section

Grade --

Role ServiceNow Developer

Employment Type Full Time

Employee Category --

Organisational

Group Company NewVison

Company Name New Vision Softcom & Consultancy Pvt. Ltd

Function Business Units (BU)

Department/Practice IT-IS

Organization Unit ITIS - Service Now

Region APAC

Country India

Base office location Pune

Working model Hybrid

Weekly Off Pune office Standard

State Maharashtra

Skills

Skill

Servicenow-Development ServiceNow - SaaS

Graduation/Equivalent Course

CERTIFICATION

Working Language

Job Description

Job Title

Senior Developer – ServiceNow Now Assist & CSM

Role / Job Summary

In our experience, we look for a Senior ServiceNow Developer with strong, hands‑on expertise in Customer Service Management (CSM) and experience implementing Now Assist capabilities. The role involves designing, building, and enhancing CSM solutions that support customer support operations, along with configuring AI‑led Now Assist experiences across case management and agent workflows.

Key Responsibilities

• Design, develop, and configure scalable ServiceNow Customer Service Management (CSM) solutions to support customer support operations and digital service transformation.
• Gather and analyze business requirements from customer service, operations, and support teams, and translate them into technical design specifications and development tasks.
• Develop and customize Case Management, Agent Workspace, Service Portal / Customer Portal, Playbooks, Knowledge Management, and SLA workflows.
• Build and enhance Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Flow Designer flows, and Notifications.
• Develop integrations with third‑party applications such as CRM, ERP, monitoring tools, and external customer systems using REST APIs, SOAP, IntegrationHub, and MID Server.
• Customize and enhance the Customer Portal using Service Portal widgets and custom components.
• Implement data imports, transform maps, and CSM‑specific data models.
• Customize the Case Management lifecycle, including assignment rules, playbooks, routing, and Agent Workspace configuration.
• Configure and implement Now Assist capabilities within CSM workflows to support AI‑led case handling and agent productivity.
• Collaborate with business analysts, architects, and cross‑functional teams to understand design dependencies and ensure smooth solution delivery.
• Support testing lifecycle activities, including SIT, UAT, defect fixing, production deployment, and post‑go‑live support.
• Perform platform upgrades, enhancements, troubleshooting, and optimization to improve system performance and user experience.

Must‑Have Skills

• 5–8 years of experience in ServiceNow development, with strong expertise in Customer Service Management (CSM).
• Hands‑on implementation experience with Now Assist for CSM.
• Strong experience across the following ServiceNow CSM modules:
  • Case Management
  • Account & Contact Management
  • Consumer Service Portal
  • Agent Workspace
  • Knowledge Base
  • Entitlements & SLAs
  • Playbooks
  • Omnichannel customer workflows
• Hands‑on experience with Flow Designer, IntegrationHub, and Service Portal / custom widgets.
• Good understanding of customer service processes, ticket lifecycle, case routing, escalation, and SLA management.
• Education: Undergraduate degree and above.

Good‑to‑Have Skills

• Exposure to Now Assist capabilities beyond CSM, such as ITSM or HRSD generative AI use cases.
• Experience with Omnichannel configuration for chat, email, or virtual agent‑based customer interactions.
• Familiarity with Performance Analytics and reporting on CSM case and SLA metrics.
• Prior experience working in a managed services or client‑facing delivery environment.

Experience Required

5–8 Years

Any Other Important Notes

• Client‑facing role requiring clear communication of technical design choices to both business and technical stakeholders.
• Involves participation in SIT, UAT, and post‑go‑live support cycles, which may require flexibility around release windows.
• Preferred certifications: CSA (Certified System Administrator), CAD (Certified Application Developer), CIS‑CSM (Certified Implementation Specialist – Customer Service Management).
• Location: as per project / practice staffing requirement.