Job Title
CSM Developer
Role / Job Summary
We are looking for a CSM Developer with robust, 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

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