Job Description

We are looking for an experienced ServiceNow Customer Service Management (CSM) Consultant with 5+ years of hands-on experience in designing, developing, and implementing ServiceNow CSM solutions. The ideal candidate should have expertise in configuring Customer Service Management modules, integrating with enterprise applications, and delivering scalable digital transformation solutions.

Key Responsibilities

Design, develop, and implement ServiceNow Customer Service Management (CSM) solutions.

Configure CSM modules, Case Management, Knowledge Management, Service Catalog, and Customer Portal.

Develop and customize workflows, business rules, client scripts, UI policies, Script Includes, Flow Designer, and IntegrationHub.

Build and customize Agent Workspace and Customer Service Portal.

Integrate ServiceNow with third-party applications using REST/SOAP APIs and MID Server.

Develop reports, dashboards, and performance analytics to support business operations.

Participate in requirement gathering, solution design, development, testing, deployment,



and post-production support.

Perform platform upgrades, enhancements, and troubleshoot production issues.

Collaborate with business stakeholders, architects, and cross-functional teams to deliver high-quality solutions.

Follow ServiceNow development best practices and governance standards.

Required Skills

5+ years of overall ServiceNow development experience.

Strong experience in ServiceNow Customer Service Management (CSM) implementation and customization.

Hands-on experience with Flow Designer, IntegrationHub, Business Rules, Client Scripts, UI Policies, Script Includes, ACLs, and Service Portal.

Experience in Agent Workspace, Knowledge Management, Case Management, and Service Catalog.

Strong knowledge of JavaScript, HTML, CSS, and REST/SOAP integrations.

Experience with CMDB, ITSM, and platform administration.

Valuable understanding of Agile/Scrum methodologies.

Excellent analytical, communicat

📌 Walk-in || ServiceNow CSM (Noida)
🏢 Tata Consultancy Services
📍 Noida