Role Overview :

We are looking for a highly skilled and collaborative ServiceNow CSM Developer Lead with 6 - 9 years of IT development experience. In this role, you will be the hands-on engineering leader responsible for designing, writing, and deploying high-quality configurations and customizations within the ServiceNow Customer Service Management (CSM) module.

You will blend technical execution with team leadership, directing a small squad of developers and administrators while ensuring alignment with ServiceNow out-of-the-box (OOTB) best practices. Your expertise will be critical in creating seamless, omni-channel customer experiences, automated case management, and robust self-service customer portals.

Key Responsibilities :

- Technical Development & Leadership: Act as the lead developer for the ServiceNow CSM implementation. Write clean, scalable code (JavaScript, Script Includes, Business Rules, Client Scripts) and configure advanced CSM engine mechanics like Advanced Work Assignment (AWA) and Omni-Channel routing.

- Portal & UI Design: Build and customize high-performing Customer Service Portals, Employee Centers, and custom UI components using Service Portal, Widget Development, and Page Designer.

- Integration Engineering: Build and maintain secure, reliable integrations connecting ServiceNow CSM to critical external systems (e.g., Salesforce CRM, ERPs, Billing engines, and CTI/Telephony platforms) using IntegrationHub, REST/SOAP APIs, and Flow Designer.

- Code Quality & Governance: Establish and enforce strict development guardrails and code review processes. Run automated testing tools (such as Automated Test Framework / ATF) and use Instance Scan to eliminate technical debt and ensure upgrade readiness.

- Team Mentorship : Lead, mentor, and perform technical code reviews for mid-level and junior ServiceNow developers and administrators on your team.

- Agile Sprint Execution : Collaborate closely with Product Owners, Business Analysts, and Solution Architects to translate user stories into technical execution plans, managing tasks within an Agile/Scrum delivery framework.

Required Skills & Qualifications :

- Overall Experience : 6 - 9 years of experience in enterprise application development and software engineering.

- ServiceNow & CSM Expertise : At least 4+ years of dedicated, hands-on ServiceNow development experience, with a proven track record of delivering complex configurations in the CSM module.

- Technical Proficiency : Expert-level knowledge of core ServiceNow scripting (JavaScript, Glide API, Script Includes), Flow Designer, Process Automation Designer (PAD), and Service Portal widgets (HTML, CSS, AngularJS).

- CSM Features Knowledge : Direct experience configuring the CSM data model (Accounts, Contacts, Consumers, Install Base Items, Entitlements) as well as Major Issue Management and Playbooks.

- Certifications :

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

2. ServiceNow Certified Application Developer (CAD)

3. ServiceNow Certified System Administrator (CSA)

4. ITIL Foundation or Agile/Scrum certification is a plus