- Develop and implement ServiceNow CSM modules including Case Management, Customer Service Portal, and Knowledge Management
- Configure case workflows, SLAs, entitlements, and customer lifecycle processes
- Build and customize Service Portals / Employee Center for customer interactions
- Develop solutions using Business Rules, Client Scripts, Script Includes, UI Policies, and Flow Designer
- Integrate ServiceNow with external systems using REST/SOAP APIs
- Configure Omnichannel features (Email, Chat, Virtual Agent)
- Create dashboards and reports for customer service performance and insights.
Required Skills:
- Hands-on experience in ServiceNow CSM module
- Solid knowledge of case management, SLAs, and customer workflows
- Proficiency in JavaScript and ServiceNow scripting
- Experience with Service Portal / UI Builder
- Understanding of ITSM concepts and integrations
- ServiceNow certifications (CSA / CAD / CISCSM preferred)