Note- Apply if available for F2F interview on 5 Sep in Hyderabad
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Key Responsibilities:
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- Develop and implement ServiceNow CSM modules including Case Management, Customer Service Portal, and Knowledge Management
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- Configure case workflows, SLAs, entitlements, and customer lifecycle processes
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- Build and customize Service Portals / Employee Center for customer interactions
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- Develop solutions using Business Rules, Client Scripts, Script Includes, UI Policies, and Flow Designer
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- Integrate ServiceNow with external systems using REST/SOAP APIs
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- Configure Omnichannel features (Email, Chat, Virtual Agent)
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- Create dashboards and reports for customer service performance and insights.
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Required Skills:
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- Hands-on experience in ServiceNow CSM module
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- Solid knowledge of case management, SLAs, and customer workflows
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- Proficiency in JavaScript and ServiceNow scripting
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- Experience with Service Portal / UI Builder
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- Understanding of ITSM concepts and integrations
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- ServiceNow certifications (CSA / CAD / CISCSM preferred)
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