ServiceNow Developer

Umanist NA; Chennai District; Remote; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading IT services firm is seeking an experienced ServiceNow Developer with expertise in Customer Service Management (CSM) to design and optimize solutions on the ServiceNow platform. The ideal candidate will have at least 5 years of development experience and strong technical skills in CSM. The position requires the ability to collaborate with various stakeholders and deliver high-quality implementations. This is a full-time role with opportunities for professional growth.

Qualifications

• 6–9 years total experience, with a minimum of 5 years in ServiceNow development.
• Deep technical expertise and knowledge of customer service processes.
• Ability to collaborate with business stakeholders and deliver quality solutions.

Responsibilities

• Design, configure, and enhance ServiceNow CSM solutions.
• Implement workflows, business rules, and automation for customer service.
• Integrate CSM with ITSM and other enterprise systems.

Skills

5+ years of hands-on ServiceNow development experience

2+ years of strong hands-on experience with ServiceNow CSM

Strong understanding of CSM Case lifecycle and service models

Proficiency in JavaScript

ServiceNow scripting

Glide APIs

Experience with Service Portal, UI Builder, or Workspaces

Strong analytical and problem-solving abilities

Excellent communication skills with technical and non-technical stakeholders

Education

ServiceNow Certified System Administrator (CSA)

Tools

Flow Designer

IntegrationHub

REST/SOAP APIs

Job description

1 day ago Be among the first 25 applicants

This range is provided by Umanist NA. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base Pay Range

Job Title: ServiceNow Developer (CSM)

Employment Type: Full-Time

Experience: 6–9 years total experience, 5+ years in ServiceNow development, 2+ years hands‑on with ServiceNow Customer Service Management (CSM)

Location: Multiple locations across India

Job Summary

We are seeking an experienced ServiceNow Developer with strong expertise in Customer Service Management (CSM) to design, develop, and optimize customer‑centric solutions on the ServiceNow platform. The role requires deep technical expertise, strong understanding of customer service processes, and the ability to translate business requirements into scalable, secure, and maintainable ServiceNow solutions. The candidate will collaborate closely with business stakeholders, architects, QA teams, and platform owners to deliver high‑quality CSM implementations aligned with ServiceNow best practices and governance standards.

Key Responsibilities

• Design, configure, and enhance ServiceNow CSM solutions, including:
  • Case Management
  • Customer and Consumer Service Models
  • Contact Management
  • Entitlements, SLAs, and Case Routing
• Implement and customize workflows, business rules, and automation for customer service operations
• Configure Customer Service Portals and Agent Workspaces to improve customer and agent experience
• Integrate CSM with ITSM, Knowledge Management, and other enterprise systems
• Develop and maintain:
  • Business Rules
  • Script Includes
  • Client Scripts
  • UI Policies and UI Actions
  • Flow Designer flows and subflows
• Build reusable and optimized components using JavaScript and Glide APIs
• Design and maintain Record Producers, Catalog Items, and CSM‑specific data models
• Perform code reviews and enforce development standards and performance best practices
• Design and implement REST/SOAP‑based integrations with external systems
• Use IntegrationHub, scripted REST APIs, and inbound/outbound integrations
• Automate customer service processes to reduce resolution time and improve service quality
• Work closely with Business Analysts, Architects, QA teams, and Product Owners
• Participate in Agile/Scrum ceremonies (planning, reviews, retrospectives)
• Support UAT, production deployments, and post‑go‑live stabilization
• Provide technical support and root cause analysis for production issues
• Ensure compliance with ServiceNow best practices, security standards, and upgrade compatibility
• Identify and address performance bottlenecks and technical debt
• Create and maintain technical documentation and solution design artifacts
• Support platform upgrades, patching, and regression testing

Must‑Have Skills & Qualifications

• Technical Skills
  • 5+ years of hands‑on ServiceNow development experience
  • 2+ years of strong hands‑on experience with ServiceNow CSM
  • Strong understanding of:
    • CSM Case lifecycle and service models
    • ITSM modules (Incident, Problem, Change, Request)
  • Proficiency in:
    • JavaScript
    • ServiceNow scripting
    • Glide APIs
  • Hands‑on experience with:
    • Flow Designer
    • IntegrationHub
    • REST/SOAP APIs
  • Experience with Service Portal, UI Builder, or Workspaces
  • Solid understanding of CMDB concepts and data relationships
• Certification
  • ServiceNow Certified System Administrator (CSA) – Mandatory
• Nice‑to‑Have Skills & Certifications
  • ServiceNow Certified Implementation Specialist – CSM
  • ServiceNow Certified Application Developer (CAD)
  • ITIL v3 or v4 Foundation
  • Experience with:
    • Automated Test Framework (ATF)
    • Platform upgrades and patching
    • Performance tuning and optimization
  • Exposure to large‑scale or enterprise ServiceNow implementations
• Soft Skills
  • Strong analytical and problem‑solving abilities
  • Excellent communication skills with technical and non‑technical stakeholders
  • Ability to work independently and in cross‑functional teams
  • Experience working with global or distributed teams
• Skills: management,servicenow,csm,customer,customer service

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Engineering and Information Technology

Industries

IT Services and IT Consulting

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