Develop and implement scalable ServiceNow Customer Service Management solutions, including case management, workspaces, portals, workflows, integrations, data migration, scripting, automation, and omnichannel capabilities. Collaborate with architects, consultants, analysts, and QA teams while performing testing, troubleshooting, code reviews, deployments, and upgrade-safe customization. Support integrations and development across ITSM and other ServiceNow modules.
ServiceNow CSM Developer
Role
Summary
We are
looking for a highly skilled ServiceNow CSM Developer with strong hands-on
experience in configuring, customizing and implementing Customer Service
Management solutions. The candidate must have deep practical knowledge of CSM
capabilities and the ability to independently develop scalable solutions, while
also having exposure to other ServiceNow modules and platform capabilities.
The role
requires a technically strong developer who can translate functional
requirements into robust ServiceNow configurations, workflows, integrations and
custom applications, following platform best practices.
Key
Responsibilities
- Develop, configure and implement
ServiceNow CSM solutions covering case management, customer and contact
management, account relationships, entitlements, SLAs, assignment rules,
queues and case escalations.
- Configure and customize CSM
workspaces, customer service portals, self-service capabilities, Knowledge
Management and agent experiences.
- Develop business rules, client
scripts, script includes, UI policies, UI actions, ACLs, notifications and
other ServiceNow components.
- Build automated workflows using
Flow Designer, subflows, approvals, scheduled jobs and platform automation
capabilities.
- Develop and maintain
integrations with external CRM, ERP, contact centre/CTI and enterprise
applications using REST/SOAP APIs and IntegrationHub.
- Work on CSM data models,
customer/account relationships, data imports, transform maps, data
validation and migration activities.
- Configure and enhance
omnichannel capabilities, case routing, Advanced Work Assignment and agent
productivity features.
- Implement CSM-related
integrations with ITSM, TPSM processes such as Incident, Problem and
Knowledge Management.
- Support cross-module development
and integrations involving ITSM, ITOM, ITAM, HRSD, SPM and SecOps, based
on project requirements.
- Perform unit testing, defect
resolution, code reviews, performance troubleshooting and deployment
support.
- Follow ServiceNow development
standards, OOTB-first principles, reusable coding practices and
upgrade-safe customization guidelines.
- Collaborate with architects,
functional consultants, business analysts and QA teams to deliver
solutions within agreed timelines.
Requirements
Mandatory
Skills & Experience
- 5–8+ years of hands-on
ServiceNow development experience.
- Strong practical experience in
ServiceNow CSM configuration, customization and implementation.
- Experience with CSM case
management, account/contact management, entitlements, SLAs, assignment
rules, case routing and customer service workflows.
- Hands-on development experience
in JavaScript, Glide APIs, business rules, client scripts, script
includes, UI policies, ACLs and UI actions.
- Strong knowledge of Flow
Designer, workflows, REST/SOAP integrations and IntegrationHub.
- Experience configuring CSM
workspaces, portals, Knowledge Management and self-service capabilities.
- Good understanding of ServiceNow
tables, data model, import sets, transform maps and data migration.
- Ability to independently
develop, troubleshoot and deploy CSM solutions.
- Working knowledge of ITSM and
exposure to at least two other ServiceNow modules such as ITOM, ITAM,
HRSD, SPM or SecOps.
Preferred
Skills
- Exposure to Field Service
Management (FSM), Advanced Work Assignment and omnichannel capabilities.
- Experience integrating
ServiceNow CSM with external CRM platforms, contact centre solutions and
enterprise systems.
- Exposure to CMDB/CSDM,
IntegrationHub, Service Graph Connectors and platform automation.
- Knowledge of Virtual Agent,
Predictive Intelligence, Now Assist and GenAI capabilities.
- ServiceNow Certified Application
Developer (CAD) and CIS – Customer Service Management certification are
preferred.
Ideal
Candidate
A hands-on
ServiceNow developer with strong CSM implementation experience, capable of
independently handling complex configurations, scripting, integrations and
custom development. The candidate should have broad platform exposure and
consistently deliver scalable, reusable and upgrade-friendly solutions.
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