SERVICENOW CSM DEVELOPER

Summary

Responsibilities

• Design and develop customized CSM Workspaces and Service Portals to meet specific business requirements.
  
• Lead end-to-end CSM implementation projects, including system configuration, customization, and deployment.
  
• Manage complex case lifecycles, ensuring accurate tracking and resolution through robust Case Management workflows.
  
• Configure and maintain entitlements and Service Level Agreements (SLAs) to guarantee compliance with service standards.
  
• Oversee Account and Contact Management structures to maintain data integrity and support customer interactions.
  
• Integrate CSM with complementary modules such as ITSM, ITOM, ITAM, HRSD, SPM, or SecOps to create a cohesive service platform.
  
• Implement Knowledge Management solutions to facilitate information sharing and improve self-service options.
  
• Perform ongoing system maintenance, troubleshooting, and performance optimization to ensure high availability.
  

Requirements

• Minimum of 6 to 7 years of professional experience within the IT Services sector.
  
• Proven expertise in Servicenow CSM Workspaces and Service Portals development.
  
• Strong proficiency in Knowledge Management, ITSM, and ITOM/ITAM/HRSD/SPM/SecOps modules (demonstrated experience in at least two of these areas is required).
  
• Extensive hands-on experience with CSM Implementation and Customization projects.
  
• Deep understanding of Case Management processes, Entitlements logic, and SLA management.
  
• Solid background in Account and Contact Management configurations.
  
• Ability to translate business needs into technical solutions while adhering to industry best practices.