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- Design, develop, and maintain ServiceNow CSM applications and custom solutions.
- Configure CSM modules including Case Management, Agent Workspace, Knowledge Management, Consumer Service Portal, and Customer Journey Management.
- Develop and customize workflows, Flow Designer, UI Policies, Business Rules, Client Scripts, Script Includes, and Catalog Items.
- Build and enhance Service Portal pages and widgets.
- Implement integrations with external applications using REST/SOAP APIs, Integration Hub, and MID Server.
- Configure SLAs, notifications, assignments, and escalation mechanisms.
- Collaborate with business stakeholders to gather requirements and provide technical solutions.
- Perform unit testing, troubleshooting, defect fixes, and support deployments.
- Follow ServiceNow development best practices and maintain technical documentation.
- Participate in Agile/Scrum ceremonies and support continuous improvement initiatives.

Required Skills : -

- 4-7 years of experience in ServiceNow development.
- Hands-on experience with ServiceNow CSM implementation and customization.
- Robust scripting knowledge in JavaScript and Glide APIs.

Experience with:

- Business Rules
- Client Scripts
- Script Includes
- UI Policies




- Flow Designer
- Integration Hub
- Service Catalog
- ACLs and Security
- Experience with REST/SOAP web services and third-party integrations.
- Knowledge of Service Portal and Agent Workspace.
- Familiarity with ITSM processes and CMDB concepts.
- Experience working in Agile environments.

Preferred Skills

- Experience with Now Assist for CSM and AI capabilities.
- Knowledge of Integration Hub Spokes and Virtual Agent.
- Exposure to Performance Analytics and Reporting.
- Experience with App Engine Studio and Workspace customization.
- Understanding of ATF (Automated Test Framework).

Qualifications : -

- Bachelors degree in Computer Science, Information Technology, or a related field.
- ServiceNow Certified System Administrator (CSA) Preferred.
- ServiceNow Certified Application Developer (CAD) Preferred.
- ServiceNow Certified Implementation Specialist Customer Service Management (CIS-CSM) Preferred.

Keywords:

- ServiceNow CSM, Case Management, Agent Workspace, Service Portal, Flow Designer, IntegrationHub, REST API, JavaScript, ITSM, Knowledge Management, Consumer Service Portal, Now Assist.

📌 Service Now Developer - CSM (Mumbai)
🏢 Contactx Resource Management
📍 Mumbai