Solution Design & ImplementationLead ServiceNow CSM solution design and implementation activities.Gather and analyze business requirements from customer service, operations, and support teams.Translate business needs into scalable ServiceNow CSM solutions and workflows.Configure and customize ServiceNow CSM modules, including:Case ManagementCustomer Service PortalConsumer Service OperationsService Operations WorkspaceKnowledge ManagementCommunitiesRequest ManagementEntitlements and ContractsDesign and implement customer journey and service management processes.Development & CustomizationDevelop custom applications and enhancements using:JavaScriptServiceNow Scripting APIsFlow DesignerUI BuilderIntegrationHubBusiness RulesClient ScriptsScript IncludesUI PoliciesConfigure workflows and automation to improve customer experience and operational efficiency.Build and maintain custom dashboards, reports,
and performance analytics.Integration & ArchitectureDesign and implement integrations between ServiceNow and enterprise systems using:REST APIsSOAP APIsIntegrationHub SpokesMID ServerEnsure solutions align with ServiceNow best practices and enterprise architecture standards.Testing & DeploymentSupport unit testing, integration testing, UAT, and production deployment activities.Perform root cause analysis and resolve production issues.Support upgrade activities and platform enhancements.Stakeholder ManagementEngage with business stakeholders, product owners, customer service leaders, and technical teams.Conduct workshops and solution demonstrations.Provide technical guidance and best practices to development teams.Required QualificationsExperience5+ years of ServiceNow platform experience.3+ years of hands-on ServiceNow CSM implementation experience.Experience delivering at least 2 end-to-end ServiceNow CSM implementations.Experience working in Agile/Scrum environments.Technical SkillsStrong expertise in:ServiceNow CSMService Portal / Employee CenterFlow DesignerIntegrationHubServiceNow Platform ArchitectureJavaScriptREST/SOAP integrationsCMDB and ITSM foundationsKnowledge of Service Operations Workspace and UI Builder.Experience with Performance Analytics and Reporting.