Job highlights

- Agent Workspace Optimization: Design and customize advanced,multi-tab Configurable Workspaces using UI Builder to optimize agent productivity and user experience.

Junior ServiceNow CSM Developer

PAN India

Lead 5 Yrs Rel

Total Exp - 10

Job Overview

We are seeking a highly skilled Senior ServiceNow CSM Developer with a proven track record of designing, building, and optimizing enterprise-grade customer service architectures. In this role, you will bridge the gap between business strategy and technical execution, designing complex customer-facing workflows, building omni-channel portals, and scaling automated support architectures. As a senior member of our team, you will act as a subject matter expert for the Customer Service Management product line and mentor junior developers through strict update set, branching, and platform governance.

Key Responsibilities

Technical Design & Core CSM Development

- Architecture & Configuration: Lead the technical design and deployment of core CSM components including Case Management, Accounts & Contacts, Entitlements & SLAs, and Contracts.
- Agent Workspace Optimization: Design and customize advanced, multi-tab Configurable Workspaces using UI Builder to optimize agent productivity and user experience.
- Intelligent Routing:



Architect omni-channel routing engines leveraging Advanced Work Assignment (AWA), Skills-Based Routing, and Agent Chat.
- Self-Service Enablement: Build and configure secure, multi-language Customer Support Portals, knowledge deflection tools, and AI-powered Virtual Agents.
- Next-Gen AI Capabilities: Deploy and manage ServiceNow Now Assist (GenAI) functionalities for intelligent search, real-time case summarizations, and conversational resolutions.

Platform Customization & Integrations

- Advanced Scripting: Implement robust, performance-optimized JavaScript logic utilizing Glide API, Script Includes, Business Rules, Client Scripts, and Flow Designer.
- Enterprise Integration: Build secure data exchange channels between ServiceNow and third-party systems (e.g., Salesforce, SAP, legacy CRMs, ERPs) using IntegrationHub, REST/SOAP APIs, Web Services, and MID Servers.
- Cross-Module Alignment: Align the CSM implementation with the Common Service Data Model (CSDM), CMDB configurations, and underlying ITSM modules (Incident, Problem, and Change tracking)

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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