Senior CSM Developer

We are looking for an experienced ServiceNow CSM (Customer Service Management) Developer to design, build, and support solutions on the ServiceNow platform. The ideal candidate will have hands-on development experience with the CSM module, strong platform fundamentals, and the ability to translate business requirements into scalable, well-architected ServiceNow solutions.

•     Design, configure, and develop solutions on the ServiceNow Customer Service Management (CSM) application, including Case Management, Account/Contact Management, and Service Contracts.

•     Gather and analyze business requirements and translate them into functional and technical design specifications.

•     Develop and customize workflows, business rules, client scripts, UI policies, UI actions, ACLs, and Flow Designer flows.

•     Configure Service Level Agreements (SLAs), Assignment Rules, and Notifications relevant to CSM processes.

•     Integrate ServiceNow CSM with other modules (ITSM, Field Service Management) and third-party systems using REST/SOAP APIs, MID Server, and Integration Hub.

•     Build and maintain Service Portal / Employee/Customer Service Portal widgets and pages related to CSM.

•     Participate in unit testing, UAT support, defect resolution, and deployment activities across environments.

•     Prepare and maintain technical documentation, including design documents, configuration guides, and release notes.

•     Follow ServiceNow development best practices, coding standards, and platform governance guidelines.

•     Collaborate with cross-functional teams including business analysts, QA, and platform architects to deliver high-quality solutions.

•     Support incident and problem resolution for CSM-related issues in production environments.

•     3–6 years of overall IT experience, with a minimum of 2–3 years of hands-on experience specifically in ServiceNow CSM development.

•     Strong working knowledge of the ServiceNow platform, including Case Management, Configuration Management Database (CMDB), and Service Catalog.

•     Proficiency in JavaScript, Glide APIs, and server/client-side scripting within ServiceNow.

•     Experience with Flow Designer, Integration Hub, and REST/SOAP web service integrations.

•     Solid understanding of ServiceNow data model, ACLs, UI Policies, Business Rules, and Script Includes.

•     Familiarity with Agile/Scrum development methodology and tools such as JIRA or Azure DevOps.

•     Experience with Service Portal development (AngularJS/Widgets) is an added advantage.

•     Good understanding of ITIL processes as they relate to Customer Service Management.

•     Strong analytical, problem-solving, and debugging skills.

•     Excellent verbal and written communication skills, with the ability to interact with both technical and business stakeholders.

•     ServiceNow Certified System Administrator (CSA) certification.

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

•     Exposure to Field Service Management (FSM) or ITSM modules.

•     Experience working in a global delivery / offshore-onshore team model.

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).

•     Opportunity to work on enterprise-scale ServiceNow implementations.

•     Collaborative, learning-focused work environment.

•     Competitive compensation and benefits package.

•     Career growth and certification support within the ServiceNow ecosystem.