SFDC - Servicenow (ITSM) Developer

We are looking for an experienced and passionate Senior ServiceNow CRM Developer to join our team and lead the establishment and scaling of a new CRM-focused practice. As a key member, you will provide expert-level technical consulting and development support, focusing on ServiceNow's Customer Workflows (CRM/CSM). This role offers an exciting opportunity to be a foundational member of a strategic practice, with high visibility and impact, contributing to practice growth and client success. Responsibilities

• Design, develop, and implement ServiceNow CSM solutions, including FSM and other CRM applications.
• Build and customize Case Management, Contact Center, Customer Portals, and Knowledge Management.
• Develop custom ServiceNow applications to extend CRM functionality.
• Configure CSM Workspaces, Process Automation, and Customer Workflows.
• Act as a technical SME for the CRM practice, creating reusable assets and best practice documentation.
• Mentor junior developers on CRM configurations and development standards.
• Engage with onshore teams, gather requirements, and provide technical expertise.
• Translate business needs into technical specifications and development tasks.
• Integrate ServiceNow CRM with external systems using APIs and ensure scalability and maintainability.

Qualifications

• 8+ years of ServiceNow experience, with 5+ years focused on ServiceNow CSM/CRM applications.
• Proven hands-on experience with ServiceNow CSM (mandatory), FSM experience is a plus.
• Strong JavaScript, Glide API, Business Rules, and other ServiceNow technical skills.
• Experience building and maintaining ServiceNow integrations with external systems.
• ServiceNow Certified System Administrator (CSA) is required, CIS-CSM preferred.
• Exceptional communication skills to articulate technical concepts clearly.
• Self-starter with the ability to work independently in an offshore model and take ownership.
• Experience in building a ServiceNow practice or team from the ground up is advantageous.
• Knowledge of Customer Experience (CX) principles and journey mapping is a plus.
• Familiarity with IT Service Management (ITSM) is beneficial, but CRM/CSM focus is essential.

About UsAt Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.