Role & Responsibilities

Position: Service Owner CSM (Servicenow)

Location: Gurgaon

Experience: 6-10 Years

Employment Type: Full time / Permanent

As the ServiceNow Service Owner for CSM, you will lead the end-to-end design, configuration, and optimization of enterprise-level Customer Service Management solutions. You will bridge the gap between business requirements and technical execution.

- Solution Design & Architecture: Collaborate directly with business stakeholders to understand complex customer service workflows and translate them into robust ServiceNow CSM architectural designs.
- Platform Configuration: Perform hands-on configuration of ServiceNow CSM modules, including case management, accounts/contacts setup, custom workflows, forms, and user interfaces.
- Advanced Scripting: Develop and maintain platform logic utilizing hands-on technical skills in Script Includes, Business Rules, Client Scripts, and UI Policies.
- Workspace Optimization: Design and configure intuitive modern interfaces for agents and managers using ServiceNow Workspaces, Configurable Workspaces, and UI Builder.
- Process Automation: Build, test, and implement automated customer service workflows using Flow Designer and IntegrationHub to minimize manual intervention.
- System Integrations: Establish seamless data exchange by integrating ServiceNow CSM with external third-party systems, CRMs (e.g., Salesforce), and ERPs (e.g., SAP) using REST/SOAP APIs and Glide API.
- Reporting & Analytics: Configure dashboards, performance analytics,



and custom reports within ServiceNow to provide stakeholders with deep insights into customer service trends, SLA compliance, and operational performance.
- Stakeholder Management: Manage communication, technical documentation, and expectation mapping with client-side stakeholders throughout the implementation lifecycle.

Preferred Candidate Profile

We are looking for a seasoned ServiceNow professional who blends strong backend technical development with the consultational mindset required of a Service Owner.

- Experience: 6 to 10 years of solid IT experience, with a core focus on the ServiceNow platform.
- Module Expertise: Proven, hands-on experience delivering at least 12 enterprise-scale implementations specifically within the ServiceNow CSM (Customer Service Management) module.
- Technical Coding Depth: Strong proficiency in writing clean JavaScript code within ServiceNow (Script Includes, Client Scripts, Glide API architecture).
- Modern UI Skills: Direct exposure to ServiceNows modern UI frameworks, specifically Configurable Workspaces and UI Builder.
- Integration Capabilities: Solid understanding of building inbound/outbound interfaces, handling data transformation, and utilizing IntegrationHub spokes.
- Education: B.E. / B.Tech / MCA or an equivalent technical degree.
- Soft Skills: Exceptional communication, document writing (BRDs/Technical Designs), and relationship-building skills to manage senior business stakeholders confidently.

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