ServiceNow Developer

Umanist NA; Maharashtra; Remote; INR 800,000 - 1,200,000; Full time

Job summary

A leading IT solutions company is seeking a skilled ServiceNow Developer with extensive experience in Customer Service Management (CSM). The ideal candidate should have strong expertise in developing customer-centric solutions, integrating CSM with other modules, and supporting service processes. Proficiency in JavaScript and ServiceNow development practices, along with a ServiceNow Certified System Administrator certification, is mandatory. The job offers opportunities to work in a collaborative environment and participate in Agile processes.

Qualifications

• 5+ years of hands-on ServiceNow development experience.
• 2+ years of experience with ServiceNow CSM.
• Proficiency in JavaScript and ServiceNow scripting.

Responsibilities

• Design, configure, and optimize ServiceNow CSM solutions.
• Implement and customize workflows and automation.
• Integrate CSM with ITSM and other systems.

Skills

JavaScript

ServiceNow scripting

Glide APIs

Customer Service Management (CSM)

Analytical and problem-solving abilities

Communication skills

Education

ServiceNow Certified System Administrator (CSA)

Tools

Flow Designer

IntegrationHub

REST/SOAP APIs

Job description

Base Pay Range

Job Title: ServiceNow Developer (CSM)

Employment Type: Full-Time

Experience: 6–9 years total, 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, UI actions, Flow Designer flows and sub‑flows.
• 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 using 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

• 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.
• Strong understanding of ITSM modules (Incident, Problem, Change, Request).
• Proficiency in JavaScript, ServiceNow scripting, and Glide APIs.
• Hands‑on experience with Flow Designer, IntegrationHub, REST/SOAP APIs, Service Portal, UI Builder or Workspaces.
• Solid understanding of CMDB concepts and data relationships.
• 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.