ServiceNow Developer/Team Lead – CSM & ITSM

ServiceNow Developer/Team Lead – CSM & ITSM
Contract : 6 Months
Location : Hyderabad/Pan India (hybrid)
Experience-4-7 yrs

Client is looking for a skilled ServiceNow Developer with 4–7 years of experience, specializing in Customer Service Management (CSM) and IT Service Management (ITSM). The ideal candidate will be responsible for designing, developing, and integrating ServiceNow solutions to enhance customer service operations and IT processes.

Key Responsibilities

• Design, develop, and implement solutions on the ServiceNow platform across CSM and ITSM modules.
• Customize applications using Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, and Flow Designer.
• Configure and enhance CSM functionalities such as case management, customer portals, knowledge base, and service operations.
• Implement and support ITSM modules including Incident, Problem, Change, Request, and Service Catalog.
• Develop and maintain integrations with third-party systems using REST/SOAP APIs and IntegrationHub.
• Gather and analyze business requirements and translate them into scalable technical solutions.
• Create and manage Service Catalog items, workflows, and automation processes.
• Ensure data integrity and maintain CMDB relationships where applicable.
• Troubleshoot issues, perform root cause analysis, and provide timely resolutions.
• Participate in Agile ceremonies, deployments, and release management activities.

Required Skills & Qualifications

• 4–10 years of hands-on experience in ServiceNow development.
• Strong experience in CSM (Customer Service Management) and ITSM modules.
• Proficiency in JavaScript, Glide APIs, and ServiceNow scripting.
• Experience with IntegrationHub, REST APIs, and SOAP web services.
• Knowledge of Service Catalog, Flow Designer, and workflow automation.
• Familiarity with CMDB and ITIL processes.
• Experience working in Agile/Scrum environments.

Preferred Skills

• Experience in portal development (Service Portal or worker Center).
• Exposure to CSM advanced features like case routing, entitlements, and SLAs.
• Knowledge of performance analytics and reporting.
• Strong debugging, analytical, and problem-solving skills.