ServiceNow CSM Developer

Tata Consultancy Services; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Tata Consultancy Services is seeking a ServiceNow Specialist to develop and implement CSM modules, tailor case management and customer workflows, and build customer-facing portals. The role involves scripting, UI customization, and integration with external systems using REST/SOAP APIs.

You will configure omnichannel features, SLAs, entitlements, and create analytics to drive customer service insights. Experience with Service Portal and ITSM concepts is essential, with relevant certifications

Qualifications

• Hands-on experience in ServiceNow CSM module.
• Strong knowledge of case management, SLAs, and customer workflows.
• Proficiency in JavaScript and ServiceNow scripting.
• Experience with Service Portal / UI Builder.
• Understanding of ITSM concepts and integrations.
• ServiceNow certifications (CSA / CAD / CISCSM preferred).

Responsibilities

• Develop and implement ServiceNow CSM modules including Case Management, Customer Service Portal, and Knowledge Management.
• Configure case workflows, SLAs, entitlements, and customer lifecycle processes.
• Build and customize Service Portals / Employee Center for customer interactions.
• Develop solutions using Business Rules, Client Scripts, Script Includes, UI Policies, and Flow Designer.
• Integrate ServiceNow with external systems using REST/SOAP APIs.
• Configure Omnichannel features (Email, Chat, Virtual Agent).
• Create dashboards and reports for customer service performance and insights.

Skills

ServiceNow CSM module

Case management, SLAs, and customer **

JavaScript & ServiceNow scripting

Service Portal / UI Builder

ITSM concepts & integrations

ServiceNow certifications (CSA / CAD /

Tools

REST/SOAP APIs

Job description

Key Responsibilities

• Develop and implement ServiceNow CSM modules including Case Management, Customer Service Portal, and Knowledge Management
• Configure case workflows, SLAs, entitlements, and customer lifecycle processes
• Build and customize Service Portals / Employee Center for customer interactions
• Develop solutions using Business Rules, Client Scripts, Script Includes, UI Policies, and Flow Designer
• Integrate ServiceNow with external systems using REST/SOAP APIs
• Configure Omnichannel features (Email, Chat, Virtual Agent)
• Create dashboards and reports for customer service performance and insights.

Required Skills

• Hands‑on experience in ServiceNow CSM module
• Strong knowledge of case management, SLAs, and customer workflows
• Proficiency in JavaScript and ServiceNow scripting
• Experience with Service Portal / UI Builder
• Understanding of ITSM concepts and integrations
• ServiceNow certifications (CSA / CAD / CISCSM preferred)