Job Title
Senior Developer – ServiceNow Now Assist & CSM
Role / Job Summary
In our experience, we look for a Senior ServiceNow Developer with solid, hands-on expertise in Customer Service Management (CSM) and experience implementing Now Assist capabilities. The role involves designing, building, and enhancing CSM solutions that support customer support operations, along with configuring AI-led Now Assist experiences across case management and agent 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.
- Configure and implement Now Assist capabilities within CSM workflows to support AI-led case handling and agent productivity.
- 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 platf
📌 Senior Developer (Pune)
🏢 NewVison
📍 Pune