Lead I - Enterprise Solutions (CSM)

5 - 7 Years
1 Opening
Hyderabad

Job Title: ServiceNow Developer – CSM

Experience:

• 5+ years of overall ServiceNow development experience
• Minimum 2 years of hands-on experience in Customer Service Management (CSM)

Employment Type: Full-Time

Location: Hyderabad

Job Summary

We are looking for an experienced ServiceNow Developer with strong expertise in Customer Service Management (CSM) to design, develop, and enhance customer-centric solutions on the ServiceNow platform. The ideal candidate will bring deep technical skills, strong process understanding, and the ability to translate business requirements into scalable and maintainable ServiceNow solutions.

This role involves working closely with business stakeholders, architects, and platform teams to deliver high-quality CSM implementations while following ServiceNow best practices and governance standards.

Key Responsibilities

CSM Development & Configuration

• Design, configure, and enhance ServiceNow CSM solutions, including:
• Case Management
• Customer & Consumer Service Models
• Contact Management
• Entitlements, SLAs, and Case Routing
• Implement and customize CSM workflows, business rules, and automation to support customer service operations.
• Configure Customer Service Portals and Workspaces to improve agent and customer experience.
• Support CSM integrations with ITSM, Knowledge Management, and other enterprise systems.

ServiceNow Platform Development

• Develop and maintain:
• Business Rules
• Script Includes
• Client Scripts
• UI Policies
• UI Actions
• Flow Designer flows and subflows
• Apply strong JavaScript and Glide API skills to build efficient and reusable components.
• Design and maintain Record Producers, Catalog Items, and CSM-specific data models.
• Perform code reviews and ensure adherence to development standards and performance best practices.

Integration & Automation

• Design and implement REST/SOAP-based integrations between ServiceNow CSM and external systems (CRM, billing systems, ERP, etc.).
• Utilize IntegrationHub spokes, scripted REST APIs, and inbound/outbound integrations.
• Automate manual customer service processes to reduce resolution time and improve service quality.

Collaboration & Delivery

• Work closely with Business Analysts, Architects, QA teams, and Product Owners to understand requirements and deliver solutions.
• Participate in Agile/Scrum ceremonies including sprint planning, reviews, and retrospectives.
• Support UAT, production deployments, and post-go-live stabilization activities.
• Provide technical support and root cause analysis for CSM-related production issues.

Platform Governance & Optimization

• Ensure solutions comply with ServiceNow best practices, platform security, and upgrade compatibility.
• Identify opportunities to reduce technical debt, improve performance, and enhance maintainability.
• Create and maintain technical documentation, configuration guides, and solution design artifacts.
• Support platform upgrades, patching, and regression testing (ATF exposure preferred).

Required Skills & Qualifications

Technical Skills

• 5+ years of hands-on ServiceNow development experience.
• 2+ years of strong hands-on experience in ServiceNow CSM.
• Solid experience with:
• ITSM modules (Incident, Problem, Change, Request)
• CSM Case lifecycle and service models
• Strong proficiency in JavaScript, ServiceNow scripting, and Glide APIs.
• Experience with Service Portal / UI Builder / Workspaces (CSM Agent Workspace preferred).
• Hands-on experience with Flow Designer, IntegrationHub, and APIs.
• Good understanding of CMDB concepts and data relationships.

Certifications (Preferred)

• ServiceNow Certified System Administrator (CSA) – Mandatory
• ServiceNow Certified Implementation Specialist – CSM – Strongly Preferred
• ServiceNow Certified Application Developer (CAD) – Nice to Have
• ITIL v3/v4 Foundation – Preferred

Soft Skills & Attributes

• Strong analytical and problem-solving skills.
• Ability to translate business requirements into technical solutions.
• Excellent communication skills with both technical and non-technical stakeholders.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience working with global teams and enterprise customers is a plus.

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