UST
Role Description
Job Title: Lead II – Enterprise Solutions Job Title: ServiceNow Developer – CSM
Experience
5+ years of overall ServiceNow development experience
Minimum 2 years of hands-on experience in Customer Service Management (CSM)
Employment Type: Full-Time
Location: All UST Locations (India)
Job Summary
We are looking for an experienced ServiceNow Developer with strong expertise in Customer Service Management (CSM) to design, develop, and enhance customer-centric solutions on the ServiceNow platform. The ideal candidate will bring deep technical skills, strong process understanding, and the ability to translate business requirements into scalable and maintainable ServiceNow solutions.
This role involves working closely with business stakeholders, architects, and platform teams to deliver high-quality CSM implementations while following ServiceNow best practices and governance standards.
Key Responsibilities
CSM Development & Configuration
Design, Configure, And Enhance ServiceNow CSM Solutions, Including
Case Management
Customer & Consumer Service Models
Contact Management
Entitlements, SLAs, and Case Routing
Implement and customize CSM workflows, business rules, and automation to support customer service operations.
Configure Customer Service Portals and Workspaces to improve agent and customer experience.
Support CSM integrations with ITSM, Knowledge Management, and other enterprise systems.
ServiceNow Platform Development
Develop And Maintain
Business Rules
Script Includes
Client Scripts
UI Policies
UI Actions
Flow Designer flows and subflows
Apply strong JavaScript and Glide API skills to build efficient and reusable components.
Design and maintain Record Producers, Catalog Items, and CSM-specific data models.
Perform code reviews and ensure adherence to development standards and performance best practices.
Integration & Automation
Design and implement REST/SOAP-based integrations between ServiceNow CSM and external systems (CRM, billing systems, ERP, etc.).
Utilize IntegrationHub spokes, scripted REST APIs, and inbound/outbound integrations.
Automate manual customer service processes to reduce resolution time and improve service quality.
Collaboration & Delivery
Work closely with Business Analysts, Architects, QA teams, and Product Owners to understand requirements and deliver solutions.
Participate in Agile/Scrum ceremonies including sprint planning, reviews, and retrospectives.
Support UAT, production deployments, and post-go-live stabilization activities.
Provide technical support and root cause analysis for CSM-related production issues.
Platform Governance & Optimization
Ensure solutions comply with ServiceNow best practices, platform security, and upgrade compatibility.
Identify opportunities to reduce technical debt, improve performance, and enhance maintainability.
Create and maintain technical documentation, configuration guides, and solution design artifacts.
Support platform upgrades, patching, and regression testing (ATF exposure preferred).
Required Skills & Qualifications
Technical Skills
5+ years of hands-on ServiceNow development experience.
2+ years of strong hands-on experience in ServiceNow CSM.
Solid Experience With
ITSM modules (Incident, Problem, Change, Request)
CSM Case lifecycle and service models
Strong proficiency in JavaScript, ServiceNow scripting, and Glide APIs.
Experience with Service Portal / UI Builder / Workspaces (CSM Agent Workspace preferred).
Hands-on experience with Flow Designer, IntegrationHub, and APIs.
Good understanding of CMDB concepts and data relationships.
Certifications (Preferred)
ServiceNow Certified System Administrator (CSA) – Mandatory
ServiceNow Certified Implementation Specialist – CSM – Strongly Preferred
ServiceNow Certified Application Developer (CAD) – Nice to Have
ITIL V3/v4 Foundation – Preferred
Soft Skills & Attributes
Strong analytical and problem-solving skills.
Ability to translate business requirements into technical solutions.
Excellent communication skills with both technical and non-technical stakeholders.
Ability to work independently and collaboratively in a fast-paced environment.
Experience working with global teams and enterprise customers is a plus.
Skills
servicenow,servicenow csm,servicenow platform development,cmdb,