- Perform code reviews, ensuring technical alignment, quality, and performance across the development team.
- Serve as a technical subject matter expert (SME) and mentor junior and mid-level developers. Customer Service Management (CSM).
- Customize and extend CSM components such as Account, Contact, Consumer, and B2B/B2C relationships.
- Develop complex business rules, flows, and integrations to support customer service process automation and efficiency gains.
- Configuration Management Database (CMDB)
- Primary Skills
- ServiceNow Core: Extensive experience with all phases of the platform lifecycle (development, testing, deployment, maintenance).
CSM Expertise: Proven track record implementing large-scale CSM applications.
- CMDB Mastery: Deep understanding of CMDB data modeling, reconciliation, identification rules, and CI relationships.
- Experience with Discovery and Service Mapping is essential.
- Virtual Agent/NLU: Hands-on experience developing Virtual Agent.
Scripting:
- Expert proficiency in JavaScript, GlideScript, UI Policies, Client Scripts, and Business Rules.