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ServiceNow CSM Developer / Senior Developer / Lead

Remote:

Full Remote

Contract:

Fixed term

Experience:

Mid-level (2-5 years)

Work from:

India

Offer summary

Qualifications:

Bachelor's/Master's degree in Computer Science or IT, 4+ years of ServiceNow development experience, 2+ years with ServiceNow CSM, Strong understanding of ServiceNow architecture.

Key responsabilities:

Design and develop ServiceNow CSM solutions
Lead and mentor junior developers on best practices

APN Consulting Inc. SME http://www.apnconsultinginc.com

201 - 500 Employees

See all jobs

Job description

Job Title: ServiceNow CSM Developer / Senior Developer / Lead
Location: Remote/Hybrid
Experience: 4–12+ years

Job Summary:
We are seeking a highly skilled and motivated **ServiceNow CSM Developer/Senior Developer/Lead** to join our team. The candidate will design, develop, and implement ServiceNow Customer Service Management (CSM) solutions to enhance business processes, deliver customer-centric workflows, and integrate with other enterprise systems. This role requires hands-on experience with ServiceNow CSM modules, strong technical expertise, and the ability to manage projects in a fast-paced environment.

Key Responsibilities:
Developer:
- Design and develop ServiceNow CSM solutions, including Case Management, Knowledge Management, Service Portals, and Virtual Agent.
- Configure CSM modules, including email notifications, SLAs, and workflows to meet business requirements.
- Build and maintain customer portals and user interfaces using Service Portal, UI Pages, Widgets, and Catalog Items.
- Integrate ServiceNow CSM with third-party applications via REST, SOAP, and MID Server.
- Collaborate with process owners and business stakeholders to gather requirements and provide technical solutions.

Senior Developer:
- Lead and mentor junior developers on CSM best practices and solution development.
- Implement advanced CSM features like Customer Project Management, Customer Onboarding, and Partner Relationship Management.
- Optimize performance and scalability of CSM implementations.
- Conduct code reviews and ensure adherence to best practices, coding standards, and security guidelines.
- Troubleshoot and resolve complex technical issues and bugs.

Lead:
- Provide technical leadership and oversee end-to-end implementation of CSM projects.
- Define project scope, timelines, and deliverables in collaboration with stakeholders.
- Develop and enforce governance frameworks for CSM processes and configurations.
- Act as a subject matter expert for ServiceNow CSM and mentor cross-functional teams.
- Drive innovation and identify opportunities to enhance customer engagement through advanced CSM capabilities.

Required Skills & Qualifications:
- Bachelor's/Master's degree in Computer Science, Information Technology, or related field.
- 4+ years of experience in ServiceNow platform development and 2+ years with ServiceNow CSM.
- Strong understanding of ServiceNow architecture, data models, and platform capabilities.
- Expertise in CSM modules, including Case Management, Account Management, and Knowledge Management.
- Hands-on experience with JavaScript, Glide APIs, and ServiceNow development tools (Flow Designer, Studio, etc.).
- Experience with integrations using REST, SOAP APIs, and authentication protocols like OAuth 2.0 and SAML.
- Knowledge of ITIL and customer-centric workflows. ITIL certification is a plus.
- ServiceNow certifications, such as Certified Application Developer (CAD) or CSM Implementation Specialist, are preferred.
- Strong problem-solving, analytical, and communication skills.

Preferred Skills:
- Experience with Virtual Agent, AI Search, and Predictive Intelligence in ServiceNow.
- Knowledge of Performance Analytics and custom dashboards for CSM.
- Exposure to other ServiceNow modules like ITSM, ITOM, or ITBM is a plus.
- Ability to manage hybrid delivery models and work collaboratively in global teams.