Lead I -Senior ServiceNow Developer – CSM

Role Description

Job Title: Senior ServiceNow Developer – CSM (Customer Service Management)

Experience: 5-7 Years

Employment Type: Full-TimeJob Summary:We are seeking an experienced Senior ServiceNow Developer with strong expertise in Customer Service Management (CSM) along with ITSM, integrations, and scripting. The ideal candidate will be responsible for designing and delivering scalable ServiceNow solutions that enhance customer service operations and improve user experience.Key Responsibilities:

• Design, develop, and implement solutions on the ServiceNow platform with a focus on CSM module
• Customize CSM applications including Case Management, Customer Portal, Knowledge Management, and Service Catalog
• Configure and enhance ITSM modules (Incident, Problem, Change, Request Management)
• Develop and maintain scripts using JavaScript, Glide APIs, and ServiceNow best practices
• Build and manage integrations using REST/SOAP APIs, IntegrationHub, and MID Server
• Create and manage workflows, Flow Designer flows, business rules, UI policies, and client scripts
• Implement automation to improve customer service processes and case resolution times
• Work with stakeholders to gather requirements and translate them into technical solutions
• Ensure data quality, security, and platform performance
• Participate in code reviews and maintain development standards
• Provide production support, troubleshooting, and enhancements

Required Skills & Qualifications:

• 5+ years of hands-on experience in ServiceNow development
• Strong experience in Customer Service Management (CSM)
• Good exposure to ITSM processes and modules
• Proficiency in JavaScript and ServiceNow scripting (Business Rules, Script Includes, Client Scripts)
• Experience in building integrations using REST/SOAP, IntegrationHub, and MID Server
• Hands-on experience with Flow Designer and workflow automation
• Knowledge of ServiceNow data model and CMDB
• Strong problem-solving and debugging skills
• Experience working in Agile/Scrum environments

Preferred Qualifications:

• ServiceNow certifications (CSA, CAD, CIS-CSM)
• Experience with Service Portal / UI Builder for customer-facing portals
• Knowledge of Performance Analytics and reporting
• Familiarity with ITIL framework
• Experience in large-scale or enterprise implementations

Skills

servicenow,change management,servicenow scripting,servicenow integrationhub,