Senior ServiceNow CSM Developer

Secure Minds; India; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Secure Minds in India seeks a Senior ServiceNow CSM Developer to design, build and optimize enterprise-grade customer service architectures. You will shape customer-facing workflows, omni-channel portals and automated support, aligning strategy with technical execution across CSM modules.

The role covers Case Management, Entitlements & SLAs, Contracts, Agent Workspace UI Builder, omni-channel routing, portals, and Now Assist GenAI capabilities, with integrations via IntegrationHub and REST/SOAP.

Qualifications

• Must have hands-on ServiceNow CSM experience including Case Management, Entitlements & SLAs and Contracts.

Skills

ServiceNow CSM

Agent Workspace

Omni-channel routing

JavaScript

Glide API

IntegrationHub

Tools

REST APIs

SOAP APIs

Job description

We're looking for a Senior ServiceNow CSM Developer to design, build and optimize enterprise-grade customer service architectures — bridging business strategy and technical execution across complex customer-facing workflows, omni-channel portals and automated support architectures.

The role covers core CSM development (Case Management, Accounts & Contacts, Entitlements & SLAs, Contracts), Agent Workspace configuration via UI Builder, omni-channel routing (Advanced Work Assignment, Skills-Based Routing), Customer Support Portals and Virtual Agents, and ServiceNow Now Assist (GenAI) capabilities, alongside enterprise integrations (IntegrationHub, REST/SOAP) and CSDM/CMDB alignment with ITSM.

Contract JC NA

Must-have skills

• ServiceNow CSM (Case Management, Entitlements & SLAs, Contracts)
• Agent Workspace (UI Builder)
• Omni-channel routing (Advanced Work Assignment, Skills-Based Routing)
• JavaScript, Glide API, Script Includes, Business Rules, Flow Designer
• IntegrationHub, REST/SOAP APIs
• ITIL framework, Agile/Scrum