Note - Apply if available for F2F interview on 5 Sep in Hyderabad

Key Responsibilities:

- Develop and implement Service Now CSM modules including Case Management, Customer Service Portal, and Knowledge Management
- Configure case workflows, SLAs, entitlements, and customer lifecycle processes
- Build and customize Service Portals / Employee Center for customer interactions
- Develop solutions using Business Rules, Client Scripts, Script Includes, UI Policies, and Flow Designer
- Integrate Service Now with external systems using REST/SOAP APIs
- Configure Omnichannel features (Email, Chat, Virtual Agent)
- Create dashboards and reports for customer service performance and insights.

Required Skills:

- Hands-on experience in Service Now CSM module
- Robust knowledge of case management, SLAs, and customer workflows
- Proficiency in Java Script and Service Now scripting
- Experience with Service Portal / UI Builder
- Understanding of ITSM concepts and integrations
- Service Now certifications (CSA / CAD / CISCSM preferred)

📌 ServiceNow CSM (India)
🏢 Tata Consultancy Services
📍 India