Role Description
Job Description: ServiceNow CSM Developer
Job Title
ServiceNow CSM Mid Developer
Experience
5 to 7 years of overall IT experience, with strong hands-on experience in ServiceNow development and configuration.
Role Overview
We are looking for a skilled ServiceNow CSM Developer to support and enhance the existing ServiceNow Customer Service Management platform. The role will focus on maintaining the configurations and capabilities already delivered, resolving defects, implementing enhancements, and developing recent CSM features based on evolving business requirements.
The successful candidate should be comfortable working in an Agile delivery and support environment and collaborating with business analysts, QA engineers, product owners, architects, and business stakeholders.
Key Responsibilities
Configure, customise, and enhance ServiceNow Customer Service Management capabilities.
Analyse and resolve defects within the existing ServiceNow CSM implementation.
Design and deliver enhancements and new CSM features based on approved business requirements.
Configure and customise:
CSM Case Management
Case lifecycle and status models
Assignment and routing rules
Customer and agent notifications
Service Level Agreements
Customer Service Workspace
Service Portal and customer-facing forms
Record producers and catalogue items
Develop and maintain:
Business Rules
Client Scripts
Script Includes
UI Policies and UI Actions
Data Policies
Access Control Rules
Scheduled Jobs
Transform Maps
Flow Designer workflows
Develop integrations between ServiceNow and external platforms using REST APIs, web services, and other supported integration mechanisms.
Support enhancements to portals and workspaces, including widgets, forms, pages, and user experiences.
Perform technical analysis, impact assessment, coding, configuration, unit testing, debugging, and defect resolution.
Prepare and manage update sets and support deployment activities across development, test, UAT, an
📌 Developer III (Kochi)
🏢 UST
📍 Kochi