Software Developer - ServiceNow

MEDEON SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

MEDEON Solutions PTE. LTD. in Singapore seeks an experienced ServiceNow Customer Service Management specialist to optimize case management, entitlements, SLA, and knowledge management, and to design workflows using Flow Designer.

You will drive automation with Virtual Agent, Predictive Intelligence, AI Search, Playbooks, Agent Workspace, and Guided Decisions, and lead integrations via REST/SOAP with Salesforce, SAP, or Microsoft Dynamics, while coordinating with stakeholders.

Qualifications

• Experience with ServiceNow Customer Service Management and related modules.
• Ability to configure and optimize CSM workflows, agents, and knowledge bases.
• Proven experience integrating CSM with major ERP/CRM systems and building omnichannel support.

Skills

ServiceNow CSM

Case Management

Knowledge Management

Flow Designer

Virtual Agent

Predictive Intelligence

AI Search

Playbooks

Agent Workspace

Guided Decisions

REST APIs

SOAP APIs

Salesforce integration

SAP integration

Microsoft Dynamics integration

Omnichannel integrations

Troubleshooting

Analytical skills

Stakeholder management

Communication

Tools

REST

SOAP

Salesforce

SAP

Microsoft Dynamics

Job description

• Strong hands-on experience with ServiceNow Customer Service Management (CSM).
• Expertise in Case Management, Account/Contact Management, Entitlements, SLA, and Knowledge Management.
• Proficiency in Flow Designer for workflow automation, case assignment, escalation, and resolution.
• Experience configuring Virtual Agent, Predictive Intelligence, and AI Search.
• Hands-on experience with Playbooks, Agent Workspace, and Guided Decisions.
• Strong experience with ServiceNow integrations and REST/SOAP APIs.
• Experience integrating CSM with Salesforce, SAP, or Microsoft Dynamics.
• Knowledge of email, chat, telephony, and omnichannel customer service integrations.
• Strong troubleshooting, analytical, communication, and stakeholder-management skills.