ServiceNow CSM Developer

ServiceNow CSM Developer

Role Summary

We are looking for a highly skilled ServiceNow CSM Developer with strong hands-on experience in configuring, customizing and implementing Customer Service Management solutions. The candidate must have deep practical knowledge of CSM capabilities and the ability to independently develop scalable solutions, while also having exposure to other ServiceNow modules and platform capabilities.

The role requires a technically strong developer who can translate functional requirements into robust ServiceNow configurations, workflows, integrations and custom applications, following platform best practices.

Key Responsibilities

• Develop, configure and implement ServiceNow CSM solutions covering case management, customer and contact management, account relationships, entitlements, SLAs, assignment rules, queues and case escalations.
  
• Configure and customize CSM workspaces, customer service portals, self-service capabilities, Knowledge Management and agent experiences.
  
• Develop business rules, client scripts, script includes, UI policies, UI actions, ACLs, notifications and other ServiceNow components.
  
• Build automated workflows using Flow Designer, subflows, approvals, scheduled jobs and platform automation capabilities.
  
• Develop and maintain integrations with external CRM, ERP, contact centre/CTI and enterprise applications using REST/SOAP APIs and IntegrationHub.
  
• Work on CSM data models, customer/account relationships, data imports, transform maps, data validation and migration activities.
  
• Configure and enhance omnichannel capabilities, case routing, Advanced Work Assignment and agent productivity features.
  
• Implement CSM-related integrations with ITSM, TPSM processes such as Incident, Problem and Knowledge Management.
  
• Support cross-module development and integrations involving ITSM, ITOM, ITAM, HRSD, SPM and SecOps, based on project requirements.
  
• Perform unit testing, defect resolution, code reviews, performance troubleshooting and deployment support.
  
• Follow ServiceNow development standards, OOTB-first principles, reusable coding practices and upgrade-safe customization guidelines.
  
• Collaborate with architects, functional consultants, business analysts and QA teams to deliver solutions within agreed timelines.
  

Mandatory Skills & Experience

• 5–8+ years of hands-on ServiceNow development experience.
  
• Strong practical experience in ServiceNow CSM configuration, customization and implementation.
  
• Experience with CSM case management, account/contact management, entitlements, SLAs, assignment rules, case routing and customer service workflows.
  
• Hands-on development experience in JavaScript, Glide APIs, business rules, client scripts, script includes, UI policies, ACLs and UI actions.
  
• Strong knowledge of Flow Designer, workflows, REST/SOAP integrations and IntegrationHub.
  
• Experience configuring CSM workspaces, portals, Knowledge Management and self-service capabilities.
  
• Good understanding of ServiceNow tables, data model, import sets, transform maps and data migration.
  
• Ability to independently develop, troubleshoot and deploy CSM solutions.
  
• Working knowledge of ITSM and exposure to at least two other ServiceNow modules such as ITOM, ITAM, HRSD, SPM or SecOps.
  

Preferred Skills

• Exposure to Field Service Management (FSM), Advanced Work Assignment and omnichannel capabilities.
  
• Experience integrating ServiceNow CSM with external CRM platforms, contact centre solutions and enterprise systems.
  
• Exposure to CMDB/CSDM, IntegrationHub, Service Graph Connectors and platform automation.
  
• Knowledge of Virtual Agent, Predictive Intelligence, Now Assist and GenAI capabilities.
  
• ServiceNow Certified Application Developer (CAD) and CIS – Customer Service Management certification are preferred.
  

Ideal Candidate

A hands-on ServiceNow developer with strong CSM implementation experience, capable of independently handling complex configurations, scripting, integrations and custom development. The candidate should have broad platform exposure and consistently deliver scalable, reusable and upgrade-friendly solutions.