Job Title

CSM Developer

Role / Job Summary

We are looking for a CSM Developer with strong, hands-on expertise in Customer Service Management (CSM) on the ServiceNow platform. The role requires solid configuration and scripting skills across the CSM suite, along with the ability to translate customer service processes into scalable ServiceNow workflows.

Key Responsibilities

- Design, develop, and configure scalable ServiceNow Customer Service Management (CSM) solutions to support customer support operations and digital service transformation.
- Gather and analyze business requirements from customer service, operations, and support teams, and translate them into technical design specifications and development tasks.
- Develop and customize Case Management, Agent Workspace, Service Portal / Customer Portal, Playbooks, Knowledge Management, and SLA workflows.
- Build and enhance Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Flow Designer flows, and Notifications.
- Develop integrations with third-party applications such as CRM, ERP, monitoring tools, and external customer systems using REST APIs, SOAP, IntegrationHub, and MID Server.
- Customize and enhance the Customer Portal using Service Portal widgets and custom components.
- Implement data imports, transform maps, and CSM-specific data models.
- Customize the Case Management lifecycle, including assignment rules, playbooks, routing, and Agent Workspace configuration.
- Collaborate with business analysts, architects, and cross-functional teams to understand design dependencies and ensure smooth solution delivery.
- Support testing lifecycle activities, including SIT, UAT, defect fixing, production deployment, and post-go-live support.
- Perform platform upgrades, enhancements, troubleshooting, and optimization to improve system performance and user experience.





Must-Have Skills

- 5–8 years of experience in ServiceNow development, with strong expertise in Customer Service Management (CSM).
- Strong experience across the following ServiceNow CSM modules:
- Case Management
- Account & Contact Management
- Consumer Service Portal
- Agent Workspace
- Knowledge Base
- Entitlements & SLAs
- Playbooks
- Omnichannel customer workflows

- Strong proficiency in JavaScript, Glide APIs, GlideRecord, GlideAjax, Script Includes, Business Rules, and Client Scripts.
- Hands-on experience with Flow Designer, IntegrationHub, and Service Portal / custom widgets.
- Good understanding of customer service processes, ticket lifecycle, case routing, escalation, and SLA management.
- ServiceNow CSA (Certified System Administrator) certification is mandatory.
- Education: Undergraduate degree and above.

Good-to-Have Skills

- Exposure to Now Assist or other generative AI capabilities within CSM workflows – valuable to have, not mandatory.
- Experience with Omnichannel configuration for chat, email, or virtual agent-based customer interactions.
- Familiarity with Performance Analytics and reporting on CSM case and SLA metrics.
- Prior experience working in a managed services or client-facing delivery environment.
- CAD (Certified Application Developer) or CIS-CSM (Certified Implementation Specialist – Customer Service Management) certification.

Experience Required

5–8 Years

Any Other Important Notes

- Client-facing role requiring clear communication of technical design choices to both business and technical stakeholders.
- Involves participation in SIT, UAT, and post-go-live support cycles, which may require flexibility around release windows.
- ServiceNow CSA certification is mandatory; CAD and CIS-CSM certifications are preferred but not required.
- Location: as per project / practice staffing requirement.

📌 Senior ServiceNow CSM Developer (Maharashtra)
🏢 NewVison
📍 Maharashtra