Role 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 current 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, and production environments.
- Participate in code reviews and ensure adherence to ServiceNow development standards and best practices.
- Support functional, integration, regression, and user acceptance testing.
- Investigate production incidents and provide timely technical resolutions.
- Create and maintain technical design documents, configuration documents, deployment instructions, and release notes.
- Participate in Agile ceremonies, including backlog refinement, sprint planning, daily stand-ups, demonstrations, and retrospectives.
- Collaborate with business analysts and business stakeholders to clarify requirements and propose technically appropriate solutions.
- Proactively identify opportunities to improve platform stability, maintainability, usability, and automation.

Internal ServiceNow profiles and role documentation specifically reference experience with JavaScript, Glide APIs, Flow Designer, Service Portal, REST integrations, Business Rules, Client Scripts, Script Includes, UI Policies, case management, assignment rules, notifications, SLAs, testing, and update-set migrations.

Mandatory Skills

- 5 to 7 years of overall IT experience.
- Strong hands-on experience in ServiceNow development and configuration.
- Practical implementation or support experience in ServiceNow Customer Service Management.
- Strong understanding of CSM Case Management and the customer service lifecycle.
- Hands-on experience with JavaScript and ServiceNow server-side and client-side scripting.
- Experience with Business Rules, Client Scripts, Script Includes, UI Policies,



UI Actions, ACLs, and Data Policies.
- Experience with Flow Designer, workflows, notifications, reports, dashboards, and SLAs.
- Experience with ServiceNow Workspace, Service Portal, forms, catalogue items, and record producers.
- Experience with REST APIs, web services, and third-party integrations.
- Experience in troubleshooting defects and supporting production ServiceNow applications.
- Understanding of ServiceNow release, update-set, and deployment processes.
- Experience working in Agile or Scrum delivery environments.
- Strong analytical, problem-solving, communication, and stakeholder collaboration skills.

Desirable Skills
- Experience with Customer Service Workspace or Configurable Workspace.
- Knowledge of Engagement Messenger, Virtual Agent, chat, or conversational capabilities.
- Experience with Automated Test Framework.
- Knowledge of IntegrationHub and MID Server.
- Familiarity with CMDB and related ServiceNow modules.
- Experience supporting business-as-usual operations alongside feature development.
- Exposure to DevOps or CI/CD practices for ServiceNow.
- ServiceNow certifications such as:
- Certified System Administrator
- Certified Application Developer
- CSM Implementation Specialist

The internal CSM engagement material also refers to chatbot conversation flows, lead-capture workflows, assignment routing, functional testing, integration testing, UAT, deployment, and transition into ongoing DevOps support.

Expected Outcomes

- Timely resolution of CSM defects and production issues.
- High-quality delivery of enhancements and new CSM features.
- Stable and maintainable ServiceNow configurations.
- Reduced manual effort through workflow and process automation.
- Complete technical documentation and controlled deployment of changes.
- Effective collaboration with business, QA, architecture, and support teams.

Skills ServiceNow, CSM,JavaScript, REST

📌 Developer III - Enterprise Solutions (ServiceNow CSM) (Kochi)
🏢 UST
📍 Kochi