We are looking for an experienced ServiceNow CSM (Customer Service Management) Developer to design, build, and support solutions on the ServiceNow platform. The ideal candidate will have hands-on development experience with the CSM module, strong platform fundamentals, and the ability to translate business requirements into scalable, well-architected ServiceNow solutions.

Key Responsibilities:

- Design, configure, and develop solutions on the ServiceNow Customer Service Management (CSM) application, including Case Management, Account/Contact Management, and Service Contracts.

- Gather and analyze business requirements and translate them into functional and technical design specifications.

- Develop and customize workflows, business rules, client scripts, UI policies, UI actions, ACLs, and Flow Designer flows.

- Configure Service Level Agreements (SLAs), Assignment Rules, and Notifications relevant to CSM processes.

- Integrate ServiceNow CSM with other modules (ITSM, Field Service Management) and third-party systems using REST/SOAP APIs, MID Server, and Integration Hub.

- Build and maintain Service Portal / Employee/Customer Service Portal widgets and pages related to CSM.

- Participate in unit testing, UAT support, defect resolution, and deployment activities across environments.

- Prepare and maintain technical documentation, including design documents, configuration guides, and release notes.

- Follow ServiceNow development best practices, coding standards, and platform governance guidelines.

- Collaborate with cross-functional teams including business analysts, QA, and platform architects to deliver high-quality solutions.

- Support incident and problem resolution for CSM-related issues in production environments.

Required Skills & Experience:

- 36 years of overall IT experience, with a minimum of 23 years of hands-on experience specifically in ServiceNow CSM development.

- Strong working knowledge of the ServiceNow platform, including Case Management, Configuration Management Database (CMDB), and Service Catalog.

- Proficiency in JavaScript, Glide APIs, and server/client-side scripting within ServiceNow.

- Experience with Flow Designer, Integration Hub, and REST/SOAP web service integrations.

- Solid understanding of ServiceNow data model, ACLs, UI Policies, Business Rules, and Script Includes.

- Familiarity with Agile/Scrum development methodology and tools such as JIRA or Azure DevOps.

- Experience with Service Portal development (AngularJS/Widgets) is an added advantage.

- Good understanding of ITIL processes as they relate to Customer Service Management.

- Strong analytical, problem-solving, and debugging skills.

- Excellent verbal and written communication skills, with the ability to interact with both technical and business stakeholders.

Preferred / Good to Have:

- ServiceNow Certified System Administrator (CSA) certification.

- ServiceNow Certified Implementation Specialist Customer Service Management (CIS-CSM) certification.

- Exposure to Field Service Management (FSM) or ITSM modules.

- Experience working in a global delivery / offshore-onshore team model.

Education:

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).

What We Offer:

- Opportunity to work on enterprise-scale ServiceNow implementations.

- Collaborative, learning-focused work environment.

- Competitive compensation and benefits package.

- Career growth and certification support within the ServiceNow ecosystem.