Job Requirements

Role

Own how customer cases enter the platform and how intelligently they are handled on arrival. You will build multi-

channel case intake in ServiceNow CSM portal, email, chat, messaging, phone and API automate the triage behind

it with Now Assist, AI Agents, Predictive Intelligence and NLU, and keep it all on solid Now Platform foundations: data

model, security, integrations, performance and upgrade readiness.

Core Responsibilities

Case intake and case management

Channels record producers, Customer Service Portal, inbound email actions, Virtual Agent, messaging (Teams /

WhatsApp / SMS) and inbound REST APIs.

Case model case types, state models, field logic and case relationships (parent/child, major issue) across the

CSM data model: Account, Contact, Consumer, Product, Install Base, Entitlement, Service Contract.

Guided work Case Playbooks and Process Flows so intake follows a repeatable, auditable path.

Commitments SLAs and OLAs with business calendars, pause conditions, warning and breach notifications.

Now Platform engineering





Application development scoped applications, App Engine Studio, cross-scope access, plugin and Store app

management, and secure use of global scope.

Experience layer Next Experience, Service Portal, UI Builder, Now Experience components and the mobile agent

app.

Knowledge and catalog Knowledge Management with user criteria and versioning, Service Catalog items,

variables and variable sets

Platform security, governance and operations

Security roles, groups, ACLs, user criteria, before-query business rules domain separation where applicable, and

SSO / MFA-aligned access patterns

Quality Test suites, peer code review Instance Scan and Technical Best Practice compliance performance tuning

•

4+ years hands-on ServiceNow development including 2+ years on Customer Service Management

Production delivery of case management and multi-channel intake, not sandbox or proof-of-concept only.

Experience buildin

📌 ServiceNow Developer — Case Management (Hyderabad)
🏢 Virtusa
📍 Hyderabad