ServiceNow CRM Developer/Administrator

GoTo Meeting; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

GoTo Meeting is seeking a Senior ServiceNow CRM Developer/Administrator to transform customer support into proactive service delivery. You will manage the complete lifecycle of CRM suites, lead solutions for customer portals, and ensure high uptime and performance. The ideal candidate will have over 10 years of CRM experience, a master's degree in Computer Science, and proficiency in advanced scripting, integrations, and workflow automation. Join us to innovate and support our customer base effectively.

Qualifications

• 10+ years of CRM development and administration experience in enterprise environments.
• At least 2 years’ experience in a low‑code cloud‑based SaaS platform.
• ServiceNow experience is a plus.

Responsibilities

• Lead the design and implementation of ServiceNow CRM modules.
• Write high‑quality, reusable code using JavaScript.
• Architect and build complex integrations using REST/SOAP APIs.
• Manage Update Sets, lead platform upgrades, and perform code reviews.
• Act as a technical consultant to Product Owners.

Skills

Expert-Level JavaScript

Problem Solving

Analytical Thinking

Communication

Customer-Centric Mindset

Education

Master’s degree in Computer Science or related field

Tools

ServiceNow Studio

Automated Test Framework (ATF)

Job description

ServiceNow CRM Developer/Administrator

The Software Engineering team delivers next‑generation application enhancements and new products for a changing world. Working at the cutting edge, we design and develop software for platforms, peripherals, applications and diagnostics — all with the most advanced technologies, tools, software engineering methodologies and the collaboration of internal and external partners.

What you will do

As a Senior ServiceNow CRM Developer/Administrator, you will own the end‑to‑end lifecycle of CRM suites. Your mission is to transform our external customer support from reactive troubleshooting to proactive service delivery. You will lead the solutions of customer portals, integrate CRM with back‑end IT workflows, and administer the platform to ensure 99.9% uptime and peak performance.

You will:

• Solution Architecture & Development: Lead the end‑to‑end design and implementation of ServiceNow CRM modules
• Advanced Scripting: Write high‑quality, reusable code using JavaScript, Glide API, Script Includes, Business Rules, and UI Actions.
• Integration Leadership: Architect and build complex integrations using Integration Hub, REST/SOAP APIs, and MID Servers to connect ServiceNow with external systems (e.g., Salesforce, JIRA).
• Workflow Automation: Design sophisticated workflows using Flow Designer and Virtual Agent, incorporating GenAI capabilities where applicable to enhance user experience.
• Platform Governance: Manage Update Sets, lead platform upgrades, and perform code reviews to ensure compliance with ServiceNow best practices and "Clean Core" principles.
• Stakeholder Collaboration: Act as a technical consultant to Product Owners, translating high‑level business requirements into technical roadmaps.
• Mentorship: Provide technical guidance and mentorship to junior and mid‑level developers, fostering a culture of continuous learning.

What you’ll need to succeed in this role

Experience: 10+ years of hands‑on experience in any Customer Relationship Management development and administration in an enterprise environment; at least 2 years’ experience in low‑code cloud‑based SaaS platform; ServiceNow experience is plus.

• Education: Master’s degree in Computer Science, Information Technology, or a related field.
• Languages: Expert‑Level JavaScript, XML, HTML/CSS
• Frameworks: ServiceNow modern JavaScript framework or similar Angular JS or React JS
• Modules: Deep knowledge of Customer Relationship Management (CRM) and IT Service Management in general
• Tools: Proficient in ServiceNow Studio, Automated Test Framework (ATF), and Performance Analytics or similar IDE and testing tools
• Workflow Automation: Design sophisticated workflows using Flow Designer and Virtual Agent, incorporating GenAI capabilities where applicable to enhance user experience or similar tools like Camunda experience
• Advanced Scripting: Write high‑quality, reusable code using JavaScript, Glide API, Script Includes, Business Rules, and UI Actions.
• Customer‑Centric Mindset: Ability to view the technical platform through the lens of the end‑customer.
• Problem Solving: Ability to translate complex business "asks" into "out‑of‑the‑box" (OOTB) ServiceNow features to avoid technical debt.
• Analytical Thinking: Ability to troubleshoot complex platform performance issues and script errors.
• Communication: Excellent verbal and written skills; ability to explain technical debt and architectural trade‑offs to non‑technical leaders.
• Adaptability: Eager to learn and implement the latest "Yokohama/Zurich" release features.

Certifications (Required)

• Certified System Administrator (CSA)
• Certified Application Developer (CAD)

Additional experience desired

• Certified Implementation Specialist (CIS‑CSM, CIS‑ITSM)
• ITIL Foundation Certification.

EEO Statement

All employment decisions are based on business needs, job requirements, and individual qualifications.

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