Website Bosch Group
Company Description
Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world’s leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 28,200+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.
Job Description
Key Responsibilities:
• Implement and configure ServiceNow CSM applications including Case Management, Customer Portal, Knowledge Management, Communities, and Agent Workspace.
• Implement CSM workflows, playbooks, entitlements, SLAs, and service channels (email, chat, phone, virtual agent).
• Develop UI policies, business rules, client scripts, flow designer flows, and integrations for CSM use cases.
• Configure Customer Service Portal for end-users and enhance self-service capabilities.
• Integrate CSM with ITSM, FSM, and other enterprise applications.
• Ensure adherence to ServiceNow best practices, security, and coding standards.
• Collaborate with stakeholders to gather requirements, design solutions, and perform unit testing.
• Troubleshoot and resolve platform/application issues, ensuring smooth delivery of CSM capabilities.
• Stay up to date with the latest ServiceNow releases (Utah, Vancouver, Washington, etc.) and features related to CSM.
Required Qualifications:
3–4 years of hands-on experience in ServiceNow ITOM.
• Strong knowledge of ServiceNow CSM modules
• Experience with ServiceNow scripting (JavaScript, Glide APIs), Flow Designer, Integration Hub.
• Familiarity with portal development (Service Portal / CSM Portal).
• Experience with REST/SOAP integrations and authentication methods (OAuth2, SAML, JWT).
• Understanding of ITIL/ITSM processes and how they align with CSM.
• ServiceNow CSA (Certified System Administrator) required.
• Strong analytical, problem-solving, and communication skills.
Preferred Skills:
• ServiceNow CSM Implementation Specialist Certification preferred.
• Experience working in Agile/Scrum environments.
Qualifications
Bachelor’s degree in Computer Science, Information Technology, or related field.
Additional Information
4-6 years’ experience in ServiceNow development.