- Design, configure, and develop solutions on the ServiceNow Customer Service Management (CSM) application, including Case Management, Account/Contact Management, and Service Contracts.
- Gather and analyze business requirements and translate them into functional and technical design specifications.
- Develop and customize workflows, business rules, client scripts, UI policies, UI actions, ACLs, and Flow Designer flows.
- Configure Service Level Agreements (SLAs), Assignment Rules, and Notifications relevant to CSM processes.
- Integrate ServiceNow CSM with other modules (ITSM, Field Service Management) and third-party systems using REST/SOAP APIs, MID Server, and Integration Hub.
- Build and maintain Service Portal / Employee/Customer Service Portal widgets and pages related to CSM.
- Participate in unit testing, UAT support, defect resolution, and deployment activities across environments.
- Prepare and maintain technical documentation, including design documents, configuration guides, and release notes.
- Follow ServiceNow development best practices, coding standards,



and platform governance guidelines.
- Collaborate with cross-functional teams including business analysts, QA, and platform architects to deliver high-quality solutions.
- Support incident and problem resolution for CSM-related issues in production environments
- 3–6 years of overall IT experience, with a minimum of 2–3 years of hands-on experience specifically in ServiceNow CSM development.
- Solid working knowledge of the ServiceNow platform, including Case Management, Configuration Management Database (CMDB), and Service Catalog.
- Proficiency in JavaScript, Glide APIs, and server/client-side scripting within ServiceNow.
- Experience with Flow Designer, Integration Hub, and REST/SOAP web service integrations.
- Solid understanding of ServiceNow data model, ACLs, UI Policies, Business Rules, and Script Includes.
- Familiarity with Agile/Scrum development methodology and tools such as JIRA or Azur

📌 Servicenow CSM developer (Hyderabad)
🏢 Trigent Software
📍 Hyderabad