ServiceNow CSM LeadExperience: 6–10 Years

Employment Type: Full-time / Contract

Location: [Location / Remote / Hybrid]

Notice Period: Immediate / Short Notice Preferred

About the RoleWe are looking for an experienced ServiceNow CSM Lead with robust hands-on expertise in ServiceNow development, implementation and customization, particularly across ITSM and Customer Service Management (CSM).

The candidate will be responsible for leading ServiceNow implementations, developing solutions, integrating ServiceNow with enterprise applications and working closely with business and technical stakeholders.

Key Responsibilities

- Lead and contribute to ServiceNow implementation, configuration and development projects.
- Work extensively with ServiceNow ITSM and CSM modules.
- Design and develop workflows, business rules, client scripts, UI policies, UI actions and script includes.
- Configure ServiceNow applications based on business requirements.
- Develop and maintain REST/SOAP integrations and APIs with external systems.
- Troubleshoot complex ServiceNow application, workflow, integration and performance issues.
- Translate business requirements into scalable ServiceNow technical solutions.
- Participate in solution design, technical discussions and code reviews.
- Work with cross-functional teams in an Agile/Scrum environment.
- Support testing, deployment, release management and production issues.
- Collaborate with customers, business users and technical stakeholders.
- Ensure development follows ServiceNow best practices, security standards and maintainability guidelines.

Required Skills




- Strong hands-on experience with ServiceNow development and implementation.
- Strong experience with ServiceNow ITSM and CSM.
- Strong knowledge of:
- JavaScript
- Business Rules
- Client Scripts
- Script Includes
- UI Policies
- UI Actions
- Workflows / Flow Designer
- ACLs
- Notifications
- Experience with REST/SOAP APIs and enterprise integrations.
- Good understanding of ServiceNow data model, tables, forms, lists and application configuration.
- Strong troubleshooting and analytical/problem-solving skills.
- Experience working in Agile/Scrum development environments.
- Good communication, stakeholder management and documentation skills.

Preferred
- ServiceNow CSA (Certified System Administrator).
- ServiceNow CIS certification, particularly ITSM or CSM.
- Experience with ServiceNow upgrades and production support.
- Experience integrating ServiceNow with enterprise applications.
- Knowledge of Flow Designer, IntegrationHub and Service Portal / UI Builder.

What We're Looking ForWe are looking for someone who is hands-on technically, but can also take ownership of solution design, stakeholder discussions and delivery. The ideal candidate should be comfortable working independently as well as leading a small technical team when required. Interested candidates can share their CV along with current location, total experience, relevant ServiceNow experience, notice period and expected CTC.

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