Job Requirements

We are looking for an experienced ServiceNow Customer Service Management (CSM) Specialist with strong hands-on expertise in ServiceNow CSM, integrations, scripting, troubleshooting, and client engagement.

The ideal candidate should have a strong understanding of ServiceNow's Customer Service Management capabilities and be capable of translating business requirements into scalable technical solutions. The candidate will work closely with customers, business stakeholders, functional teams, and technical teams to understand requirements, troubleshoot issues, design solutions, and deliver ServiceNow enhancements and integrations.

The role requires a combination of technical expertise, analytical/problem-solving skills, customer service management knowledge, and strong communication abilities. Mandatory Technical Skills The candidate must have

Strong hands-on experience with ServiceNow Customer Service Management (CSM).

Strong understanding of ServiceNow platform architecture and application development.

Excellent JavaScript and ServiceNow scripting skills.

Hands-on experience with ServiceNow integrations.

Solid knowledge of REST/SOAP APIs, JSON, XML,



and integration troubleshooting.

Experience with Business Rules, Client Scripts, Script Includes, GlideRecord, GlideAjax, UI Actions, ACLs, and Flow Designer.

Strong troubleshooting and root-cause analysis skills.

Experience working on production issues and providing technical support.

Strong requirement-gathering and client-interaction skills.

Ability to understand business requirements and convert them into technical solutions.

Good understanding of ITSM/CSM processes and enterprise service management concepts.

Strong communication and stakeholder-management skills.

Certifications Mandatory Certification

ServiceNow Certified System Administrator (CSA) – Mandatory

Candidates must hold a valid ServiceNow Certified System Administrator (CSA) certification.

Preferred / Add-On Certification

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

CIS-CSM certification will be considered a strong advantage and will be preferred for candidates with relevant CSM implementation experience.

Work Experience

10-15Years

📌 Architect (Hyderabad)
🏢 Virtusa
📍 Hyderabad