Job Description:

ServiceNow Lead CSM Developer

Job Description

Key Responsibilities

Design configure and customize ServiceNow CSM modules including

oCase Management Agent Workspace Account Contact Management Entitlements and Service Contracts

Develop custom CSM applications components and scoped apps to meet business requirements

Create and maintain integrations with CRM ERP and other thirdparty systems using RESTSOAP APIs Integration Hub Web Services and MID Server

Build and automate customer workflows using Flow Designer Business Rules and Scripting

Develop and maintain UI pages client scripts UI actions UI policies and Script Includes

Enhance and customize Service Portal Customer Portal experiences for end users

Collaborate with business analysts architects and stakeholders to translate business needs into technical solutions

Implement performance optimization access control ACLs and data security best practices

Participate in platform upgrades patching and troubleshooting to ensure stability and reliability

Document technical solutions conduct peer code reviews and support continuous improvement

Required Skills Qualifications

610 years of ServiceNow development experience with strong focus on Customer Service Management CSM

Proficiency in JavaScript Glide scripting and ServiceNow serverclient scripting

Strong knowledge of CSM data models case lifecycle and customer workflows

Experience integrating ServiceNow with CRM tools eg Salesforce Dynamics ERP or external ticketing systems

Experience developing custom applications using ServiceNow Studio and Scoped Apps

Handson experience with Flow Designer IntegrationHub and Service Portal

Familiarity with account and contact management entitlements SLAs and knowledge base within CSM

Good understanding of ITIL customer service best practices and digital workflows





Solid analytical problemsolving and communication skills

Must have

ServiceNow Certified System Administrator CSA

ServiceNow Certified Application Developer CAD

ServiceNow Certified Implementation Specialist CSM

Experience with Virtual Agent Predictive Intelligence and Case Deflection

Preferred NicetoHave

Exposure to DevOps tools Git and CICD pipelines for ServiceNow

Understanding of customer engagement analytics and performance metrics

Skills:

Mandatory Skills : ServiceNow CSM

About Company:

LTM is an AI-centric global technology services company and the Business Creativity partner to the world’s largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI — enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM — a Larsen & Toubro company — owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert/

📌 Senior Specialist - Architecture (Bengaluru)
🏢 LTIMindtree
📍 Bengaluru