ServiceNow CSM

Job Description:

Key Responsibilities

• Design, configure, and customize ServiceNow CSM modules including:
  • Case Management, Agent Workspace, Account & Contact Management, Entitlements, and Service Contracts.
• Develop custom CSM applications, components, and scoped apps to meet business requirements.
• 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.
• Strong 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.
• Experience developing custom applications using ServiceNow Studio and Scoped Apps.
• 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.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.