Role & responsibilities

- Design, configure, develop, and customize ServiceNow CSM applications and solutions.
- Develop and configure Case Management, Customer/Consumer Management, Accounts, Contacts, Entitlements, SLAs, Service Catalog, Knowledge Management, and Customer Service Portal capabilities.
- Develop Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, ACLs, Data Policies, Notifications, and Flow Designer workflows.
- Configure and customize Customer Service Management Workspace and related experiences.
- Develop reusable and scalable solutions using ServiceNow scripting and platform best practices.
- Design and implement integrations between ServiceNow and external systems using REST/SOAP APIs, IntegrationHub, MID Server, and Import Sets.
- Work with IntegrationHub spokes and integration patterns where applicable.
- Develop and maintain custom applications, scoped applications, and application components.
- Configure ServiceNow portals, UI Builder, widgets, and user experiences as required.
- Implement data migration, transformation, and data quality activities using Import Sets and Transform Maps.
- Perform code reviews and ensure development follows ServiceNow best practices and coding standards.

• Collaborate with Solution Architects, Business Analysts, QA teams, and customers to translate requirements into technical solutions.





Required Technical Skills:

- 48 years of hands-on ServiceNow development experience.
- Strong experience implementing and customizing ServiceNow CSM.
- Strong knowledge of:

o CSM Case Management o Accounts & Contacts o Consumer Management o Entitlements o SLAs o Knowledge Management o Customer Service Portal / Employee & Customer Experiences o CSM Workspace
- Strong proficiency in JavaScript and ServiceNow scripting.
- Experience with:

o Business Rules o Client Scripts o Script Includes o UI Policies / UI Actions o ACLs o Data Policies o Notifications o Flow Designer o Scheduled Jobs o Scripted REST APIs
- Hands-on experience with REST/SOAP integrations and IntegrationHub.
- Valuable understanding of ServiceNow data model, tables, dictionary, reference fields, relationships, and security model.
- Experience with Import Sets, Transform Maps, data migration, and data reconciliation.
- Knowledge of ServiceNow update sets, application scope, source control, and deployment processes.
- Understanding of ServiceNow upgrade and release management.

Preferred Skills

- ServiceNow Certified System Administrator (CSA).
- Certified Application Developer (CAD) certification.

• Certified Implementation Specialist – Customer Service Management (CIS-CSM).

📌 ServiceNow CSM (Bengaluru)
🏢 Royal Cyber
📍 Bengaluru