Key Responsibilities :

- Design, develop, configure, and maintain ServiceNow CSM applications and solutions.

- Configure CSM modules including Case Management, Customer Accounts, Contacts, Consumer Management, Service Management, and Knowledge Management.

- Develop and customize ServiceNow applications using JavaScript, Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, and Flow Designer.

- Configure workflows, business processes, notifications, approvals, and automation to support customer service operations.

- Develop and maintain Service Portal, UI Builder, catalog items, forms, lists, and dashboards as required.

- Design and implement integrations between ServiceNow and external systems using REST/SOAP APIs, IntegrationHub, and other integration technologies.

- Work with ServiceNow data models, tables, relationships, ACLs, roles, and security configurations.

- Develop and maintain custom applications and reusable components within the ServiceNow platform.

- Analyze business and technical requirements and translate them into scalable ServiceNow solutions.

- Troubleshoot application issues, identify root causes, and implement appropriate fixes and enhancements.

- Perform unit testing, integration testing, debugging, and support activities across ServiceNow applications.

- Participate in code reviews and ensure development follows ServiceNow best practices and coding standards.

- Work closely with business analysts, product owners, architects, QA teams, and other stakeholders throughout the development lifecycle.

- Support ServiceNow upgrades, releases, enhancements, and platform maintenance activities.

- Prepare technical documentation related to configurations, customizations, integrations, and solutions.

Candidate Profile :

- Strong hands-on experience as a ServiceNow Developer, with significant experience in Customer Service Management (CSM).

- Strong understanding of the ServiceNow CSM data model, processes, workflows, and configuration capabilities.

- Proficiency in JavaScript and ServiceNow scripting.

- Hands-on experience with Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, Flow Designer, and ACLs.

- Experience developing and integrating REST/SOAP APIs and external systems with ServiceNow.

- Good understanding of ServiceNow IntegrationHub and integration patterns.

- Experience with Service Portal and/or UI Builder is preferred.

- Understanding of ServiceNow security, roles, permissions, update sets, application scopes, and deployment practices.

- Experience working with ServiceNow upgrades, patches, testing, and troubleshooting.

- Strong understanding of SDLC and Agile/Scrum methodologies.

- ServiceNow certifications such as Certified System Administrator (CSA) and Certified Application Developer (CAD) are preferred; relevant CSM certification would be an advantage.

- Strong analytical, problem-solving, communication, and stakeholder management skills.