Willware Technologies - ServiceNow CSM Developer

Job Title : ServiceNow CSM Developer/Consultant

Work Mode : Onsite

Job Summary :

We are looking for an experienced ServiceNow CSM Developer/Consultant with strong expertise in Customer Service Management implementations and customization.

The candidate will be responsible for designing, developing, configuring, and supporting ServiceNow CSM solutions aligned with business requirements.

Key Responsibilities :

- Design and implement ServiceNow CSM solutions based on business requirements

- Configure and customize ServiceNow CSM modules including Case Management, Knowledge Management, Service Portal, and Workspaces

- Develop workflows, business rules, client scripts, UI policies, and integrations

- Work on Flow Designer, IntegrationHub, REST/SOAP APIs, and MID Server integrations

- Create and maintain reports, dashboards, and performance analytics

- Collaborate with business stakeholders, architects, and technical teams

- Participate in requirement gathering, solution design, testing, deployment, and production support

- Troubleshoot platform issues and provide timely resolutions

- Follow ServiceNow best practices, governance, and coding standards

- Support upgrade activities and platform enhancements

Required Skills :

- Strong experience in ServiceNow CSM implementation and customization

- Hands-on experience with Case Management and Customer Workflows

- Knowledge of Service Portal, UI Builder, Agent Workspace, and Flow Designer

- Experience in JavaScript, Glide APIs, REST/SOAP integrations

- Good understanding of ITSM modules and CMDB concepts

- Experience in ACLs, Business Rules, Client Scripts, Script Includes, and Catalog Items

- Familiarity with Agile/Scrum methodology

Desired Skills and Experience :

- ServiceNow CSM, FSM modules, case management, JavaScript and Glide API, ServiceNow Studio