ServiceNow Developer - CSM

Contactx Resource Management; Mumbai, Pune District, Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Contactx Resource Management in Mumbai is seeking an experienced ServiceNow CSM Developer to design, develop, and maintain CSM applications and custom solutions. You will configure modules like Case Management, Agent Workspace, Knowledge Management, and Service Portal, develop workflows, and integrate with external systems using REST/SOAP APIs and IntegrationHub.

The role requires 4-7 years of hands-on ServiceNow experience and strong JavaScript skills.

Qualifications

• 4 to 7 years of experience in ServiceNow development.
• Hands-on experience with ServiceNow CSM implementation and customization.
• Strong scripting knowledge in JavaScript and Glide APIs.

Responsibilities

• Design, develop, and maintain ServiceNow CSM applications and custom solutions.
• Configure CSM modules including Case Management, Agent Workspace, Knowledge Management, Consumer Service Portal, and Customer Journey Management.
• Develop and customize workflows, Flow Designer, UI Policies, Business Rules, Client Scripts, Script Includes, and Catalog Items.
• Build and enhance Service Portal pages and widgets.
• Implement integrations with REST/SOAP APIs, IntegrationHub, and MID Server.
• Configure SLAs, notifications, assignments, and escalation mechanisms.
• Collaborate with stakeholders to gather requirements and provide technical solutions.
• Perform unit testing, troubleshooting, and support deployments.
• Follow best practices and maintain technical documentation.
• Participate in Agile/Scrum ceremonies and support continuous improvement.

Skills

ServiceNow CSM

JavaScript

Glide APIs

Flow Designer

REST APIs

Service Portal

Agent Workspace

CMDB concepts

Education

Bachelor's degree in CS/IT

Tools

ServiceNow Studio

ATF

IntegrationHub

Job description

Design, develop, and maintain ServiceNow CSM applications and custom solutions.

Configure CSM modules including Case Management, Agent Workspace, Knowledge Management, Consumer Service Portal, and Customer Journey Management.

Develop and customize workflows, Flow Designer, UI Policies, Business Rules, Client Scripts, Script Includes, and Catalog Items.

Build and enhance Service Portal pages and widgets.

Implement integrations with external applications using REST/SOAP APIs, IntegrationHub, and MID Server.

Configure SLAs, notifications, assignments, and escalation mechanisms.

Collaborate with business stakeholders to gather requirements and provide technical solutions.

Perform unit testing, troubleshooting, defect fixes, and support deployments.

Follow ServiceNow development best practices and maintain technical documentation.

Participate in Agile/Scrum ceremonies and support continuous improvement initiatives.

Required Skills

4 to 7 years of experience in ServiceNow development.

Hands-on experience with ServiceNow CSM implementation and customization.

Strong scripting knowledge in JavaScript and Glide APIs.

Experience with:

• Business Rules
• Client Scripts
• Script Includes
• UI Policies
• Flow Designer
• IntegrationHub
• Service Catalog
• ACLs and Security
• Experience with REST/SOAP web services and third-party integrations.
• Knowledge of Service Portal and Agent Workspace.
• Familiarity with ITSM processes and CMDB concepts.
• Experience working in Agile environments.

Preferred Skills

• Experience with Now Assist for CSM and AI capabilities.
• Knowledge of Integration Hub Spokes and Virtual Agent.
• Exposure to Performance Analytics and Reporting.
• Experience with App Engine Studio and Workspace customization.
• Understanding of ATF (Automated Test Framework).

Qualifications

• Bachelors degree in Computer Science, Information Technology, or a related field.
• ServiceNow Certified System Administrator (CSA) Preferred.
• ServiceNow Certified Application Developer (CAD) Preferred.
• ServiceNow Certified Implementation Specialist Customer Service Management (CIS-CSM) Preferred.

Keywords: ServiceNow CSM, Case Management, Agent Workspace, Service Portal, Flow Designer, IntegrationHub, REST API, JavaScript, ITSM, Knowledge Management, Consumer Service Portal, Now Assist.

Location: Mumbai,Pune,Bengaluru,Chennai