ServiceNow CSM Developer

Cloudrho; Chennai, Bengaluru; In loco; INR 1.500.000 - 2.300.000; Tempo pieno

Descrizione del lavoro

cloudrho, inc. in India seeks a hands-on ServiceNow CSM Developer to configure, customize and implement Customer Service Management solutions. You will translate requirements into robust configurations, workflows and integrations, while adhering to platform best practices.

The role demands independent problem solving, exposure to ITSM and other ServiceNow modules, and a focus on scalable, upgrade-friendly solutions. Chennai/Bangalore/Pan India location with strong delivery focus.

Competenze

• 5–8+ years of hands-on ServiceNow development experience.
• Strong practical experience in ServiceNow CSM configuration, customization and implementation.
• Experience with CSM case management, account/contact management, entitlements, SLAs, assignment rules, case routing and customer service workflows.
• Strong knowledge of Flow Designer, workflows, REST/SOAP integrations and IntegrationHub.
• Experience configuring CSM workspaces, portals, Knowledge Management and self-service capabilities.
• Good understanding of ServiceNow tables, data model, import sets, transform maps and data migration.
• Ability to independently develop, troubleshoot and deploy CSM solutions.

Mansioni

• Develop, configure and implement ServiceNow CSM solutions covering case management and related components.
• Configure CSM workspaces, portals, Knowledge Management and self-service capabilities.
• Develop business rules, client scripts, UI policies/actions, and notifications.
• Build automated workflows using Flow Designer and IntegrationHub.
• Integrate with external CRM/ERP and enterprise apps via REST/SOAP APIs.
• Work on data models, imports, transform maps and data migration.

Conoscenze

ServiceNow CSM

Workflow design

Integrations (REST/SOAP)

ITSM awareness

Scripting/Development

Formazione

ServiceNow CAD

CIS – CSM certification

Strumenti

Flow Designer

IntegrationHub

REST APIs

SOAP APIs

Descrizione del lavoro

Chennai/Bangalore/Pan India, India

Headquartered in Texas, USA, cloudrho is an engineering-led Business Consulting and Cloud Engineering company that helps enterprises bridge the gap between technology investments and real business value.

Founded by two engineers with over 40 years of global experience, cloudrho brings a business-first mindset to solving modern digital challenges. We specialize in aligning technology with business goals through architecture-led solutions, cloud optimization, and platform modernization. This enables future-ready digital transformation across industries.

With a strong focus on strategy, measurable outcomes, and scalable delivery, cloudrho empowers enterprises to navigate complexity, reduce costs, and drive sustained growth.

Job Description

ServiceNow CSM Developer

RoleSummary

We arelooking for a highly skilled ServiceNow CSM Developer with strong hands-onexperience in configuring, customizing and implementing Customer ServiceManagement solutions. The candidate must have deep practical knowledge of CSMcapabilities and the ability to independently develop scalable solutions, whilealso having exposure to other ServiceNow modules and platform capabilities.

The rolerequires a technically strong developer who can translate functionalrequirements into robust ServiceNow configurations, workflows, integrations andcustom applications, following platform best practices.

KeyResponsibilities

• Develop, configure and implementServiceNow CSM solutions covering case management, customer and contactmanagement, account relationships, entitlements, SLAs, assignment rules,queues and case escalations.
  
• Configure and customize CSMworkspaces, customer service portals, self-service capabilities, KnowledgeManagement and agent experiences.
  
• Develop business rules, clientscripts, script includes, UI policies, UI actions, ACLs, notifications andother ServiceNow components.
  
• Build automated workflows usingFlow Designer, subflows, approvals, scheduled jobs and platform automationcapabilities.
  
• Develop and maintainintegrations with external CRM, ERP, contact centre/CTI and enterpriseapplications using REST/SOAP APIs and IntegrationHub.
  
• Work on CSM data models,customer/account relationships, data imports, transform maps, datavalidation and migration activities.
  
• Configure and enhanceomnichannel capabilities, case routing, Advanced Work Assignment and agentproductivity features.
  
• Implement CSM-relatedintegrations with ITSM, TPSM processes such as Incident, Problem andKnowledge Management.
  
• Support cross-module developmentand integrations involving ITSM, ITOM, ITAM, HRSD, SPM and SecOps, basedon project requirements.
  
• Perform unit testing, defectresolution, code reviews, performance troubleshooting and deploymentsupport.
  
• Follow ServiceNow developmentstandards, OOTB-first principles, reusable coding practices andupgrade-safe customization guidelines.
  
• Collaborate with architects,functional consultants, business analysts and QA teams to deliversolutions within agreed timelines.
  

Requirements

MandatorySkills & Experience

• 5–8+ years of hands-onServiceNow development experience.
  
• Strong practical experience inServiceNow CSM configuration, customization and implementation.
  
• Experience with CSM casemanagement, account/contact management, entitlements, SLAs, assignmentrules, case routing and customer service workflows.
  
• Strong knowledge of FlowDesigner, workflows, REST/SOAP integrations and IntegrationHub.
  
• Experience configuring CSMworkspaces, portals, Knowledge Management and self-service capabilities.
  
• Good understanding of ServiceNowtables, data model, import sets, transform maps and data migration.
  
• Ability to independentlydevelop, troubleshoot and deploy CSM solutions.
  
• Working knowledge of ITSM andexposure to at least two other ServiceNow modules such as ITOM, ITAM,HRSD, SPM or SecOps.
  

PreferredSkills

• Exposure to Field ServiceManagement (FSM), Advanced Work Assignment and omnichannel capabilities.
  
• Experience integratingServiceNow CSM with external CRM platforms, contact centre solutions andenterprise systems.
  
• Exposure to CMDB/CSDM,IntegrationHub, Service Graph Connectors and platform automation.
  
• Knowledge of Virtual Agent,Predictive Intelligence, Now Assist and GenAI capabilities.
  
• ServiceNow Certified ApplicationDeveloper (CAD) and CIS – Customer Service Management certification arepreferred.
  

IdealCandidate

A hands-onServiceNow developer with strong CSM implementation experience, capable ofindependently handling complex configurations, scripting, integrations andcustom development. The candidate should have broad platform exposure andconsistently deliver scalable, reusable and upgrade-friendly solutions.