Role description

– ServiceNow CSM Developer

Job Location : Hyderabad

Role Overview

We are seeking an experienced ServiceNow Developer with approximately 5+ years of hands-on ServiceNow development experience to design, develop, and implement customer engagement solutions on the ServiceNow platform.

The ideal candidate will have expertise in Engagement Messenger, including conversational experiences and digital engagement capabilities. Candidates with strong experience in Customer Service Management (CSM) and Virtual Agent development will also be considered.

The successful candidate will collaborate with cross-functional teams to build scalable customer service solutions, automate business processes, and enhance digital self service experiences using ServiceNow best practices.

Key Responsibilities

ServiceNow Development

- Design, develop, configure, and maintain ServiceNow applications and platform solutions.
- Build scalable, maintainable, and high-performing solutions following ServiceNow development best practices.
- Participate in solution design, code reviews, testing, deployment, and production support activities. Engagement Messenger
- Configure and customize ServiceNow Engagement Messenger to deliver seamless digital customer engagement experiences.
- Design and implement conversational interfaces and embedded chat experiences.
- Develop and optimize customer engagement workflows across digital channels.
- Enhance user experiences through intelligent messaging and guided interactions.

Customer Service Management (CSM)
- Configure and enhance ServiceNow Customer Service Management (CSM) applications.
- Develop solutions that improve customer case management, service delivery, and self-service capabilities.
- Customize CSM workflows, business processes, and case lifecycle management.
- Support implementation of customer service best practices within the ServiceNow platform. Virtual Agent Development
- Design, build, and maintain Virtual Agent topics, conversations, and dialogue flows.




- Configure conversational experiences that automate common customer requests and support processes.
- Develop Virtual Agent integrations with ServiceNow applications and external systems.
- Continuously optimize chatbot performance and user experience.

Platform Development & Automation
- Develop platform customizations using:

o JavaScript o Business Rules o Client Scripts o UI Actions o Script Includes o Flow Designer o Service Catalog
- Build workflow automation using Flow Designer and IntegrationHub.
- Ensure solutions follow ServiceNow development standards and governance. Integrations
- Develop and maintain integrations using REST APIs, SOAP APIs, and

IntegrationHub.
- Integrate ServiceNow with enterprise applications and third-party platforms.
- Troubleshoot and optimize integration performance.

Collaboration & Delivery
- Collaborate with business stakeholders to gather, analyze, and validate

requirements.
- Translate business needs into scalable technical solutions.
- Participate in Agile ceremonies, sprint planning, estimation, and solution

demonstrations.
- Support system testing, user acceptance testing (UAT), production deployments, and ongoing platform enhancements.

Required Qualifications

- Minimum 5 years of hands-on ServiceNow development experience.
- Strong experience developing and configuring ServiceNow Customer Service Management (CSM) solutions.
- Experience with Engagement Messenger is highly preferred.
- Hands-on experience developing ServiceNow Virtual Agent conversations and

topics.
- Solid proficiency in:

o JavaScript o ServiceNow Scripting o Business Rules o Client Scripts o Script Includes o Flow Designer o IntegrationHub




- Experience developing REST and SOAP integrations.
- Solid understanding of ServiceNow platform architecture, development best practices, and Software Development Life Cycle (SDLC).
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent communication and stakeholder management abilities.

Preferred Qualifications

- ServiceNow Certified System Administrator (CSA) certification.
- ServiceNow Certified Implementation Specialist – Customer Service

Management (CIS-CSM) certification.
- Experience developing AI-powered conversational experiences and chatbot solutions.
- Knowledge of ServiceNow IT Service Management (ITSM) and related platform modules.

Nice to Have

- Experience with Agent Workspace.
- Knowledge of Now Assist and Generative AI capabilities within the ServiceNow platform.
- Experience working in Agile and Scrum delivery environments.
- Familiarity with enterprise customer engagement and digital transformation initiatives.

Required Skills

- ServiceNow Development
- ServiceNow Customer Service Management (CSM)
- Engagement Messenger
- Virtual Agent
- JavaScript
- ServiceNow Scripting
- Flow Designer
- IntegrationHub
- Business Rules
- Client Scripts
- Script Includes
- UI Actions
- REST APIs
- SOAP APIs
- Service Catalog
- Agent Workspace (Preferred)
- Now Assist / Generative AI (Preferred)
- ITSM
- Agile Methodologies

Skills ServiceNow Developer, CSM, Intergrations, Virtual Agent

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation.

With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

📌 Developer III - Enterprise Solutions (Servicenow CSM Developer) (Hyderabad)
🏢 UST
📍 Hyderabad