Key Responsibilities

- Design, configure, and customize ServiceNow CSM modules including:

- Case Management, Agent Workspace, Account & Contact Management, Entitlements, and Service Contracts.

- Create and maintain integrations with CRM, ERP, and other third-party systems using REST/SOAP APIs, IntegrationHub, Web Services, and MID Server.

- Build and automate customer workflows using Flow Designer, Business Rules, and Scripting.

- Develop and maintain UI pages, client scripts, UI actions, UI policies, and Script Includes .

- Enhance and customize Service Portal / Customer Portal experiences for end users.

- Collaborate with business analysts, architects, and stakeholders to translate business needs into technical solutions.

- Implement performance optimization, access control (ACLs) , and data security best practices.

- Participate in platform upgrades, patching, and troubleshooting to ensure stability and reliability.

- Document technical solutions, conduct peer code reviews, and support continuous improvement.

Required Skills & Qualifications

- 6-10 years of ServiceNow development experience with strong focus on Customer Service Management (CSM) .
- Proficiency in JavaScript, Glide scripting, and ServiceNow server/client scripting .
- Robust knowledge of CSM data models, case lifecycle, and customer workflows .
- Experience integrating ServiceNow with CRM tools (e.g., Salesforce, Dynamics), ERP, or external ticketing systems .




- Hands-on experience with Flow Designer, IntegrationHub, and Service Portal .
- Familiarity with account and contact management, entitlements, SLAs, and knowledge base within CSM.
- Good understanding of ITIL, customer service best practices, and digital workflows .
- Strong analytical, problem-solving, and communication skills.

Must have:

- ServiceNow Certified System Administrator (CSA) :

- ServiceNow Certified Application Developer (CAD) :

- ServiceNow Certified Implementation Specialist - CSM :

- Experience with Virtual Agent, Predictive Intelligence, and Case Deflection .

Preferred / Nice-to-Have

- Exposure to DevOps tools , Git , and CI/CD pipelines for ServiceNow.
- Understanding of customer engagement analytics and performance metrics .

Soft Skills

- Excellent communication and teamwork abilities.
- Strong documentation and technical writing skills.
- Detail-oriented with a focus on quality and performance.
- Ability to manage multiple priorities and adapt to changing requirements.
- Self-motivated, proactive, and collaborative.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

📌 Servicenow Csm (Pune)
🏢 DXC Technology
📍 Pune