About the role
Experience: 4 – 15 Years
Locations: Bengaluru / Chennai / Hyderabad / Pune / Kolkata / Bhubaneswar
We are seeking an experienced ServiceNow CSM Developer to design, implement, and support Customer Service Management (CSM) solutions on the ServiceNow platform.
Key Responsibilities:- Develop and implement ServiceNow CSM modules including Case Management, Customer Service Portal, and Knowledge Management
- Configure case workflows, SLAs, entitlements, and customer lifecycle processes
- Build and customize Service Portals / Employee Center for customer interactions
- Develop solutions using Business Rules, Client Scripts, Script Includes, UI Policies, and Flow Designer
- Integrate ServiceNow with external systems using REST/SOAP APIs
- Configure Omnichannel features (Email, Chat, Virtual Agent)
- Create dashboards and reports for customer service performance and insights
- Hands-on experience in ServiceNow CSM module
- Strong knowledge of case management, SLAs, and customer workflows
- Proficiency in JavaScript and ServiceNow scripting
- Experience with Service Portal / UI Builder
- Understanding of ITSM concepts and integrations
- ServiceNow certifications (CSA / CAD / CIS–CSM preferred)