ServiceNow CSM Developer - Zendesk System (5-12 yrs)

Job Summary :

We are looking for a skilled ServiceNow CSM (Customer Service Management) Developer to design, develop, and implement CSM solutions within the ServiceNow platform. The ideal candidate will have expertise in ServiceNow CSM modules, case management, customer portals, integrations, automation, and workflow customization to enhance customer service operations and user experiences.

Key Responsibilities :

ServiceNow CSM Development & Customization :

- Design, configure, and implement ServiceNow CSM solutions, including Case Management, Customer Portal, Virtual Agent, and Omni-Channel.

- Develop and customize workflows, business rules, UI actions, client scripts, and notification templates.

- Configure case lifecycle, SLA management, and entitlement rules to ensure efficient customer service processes.

- Implement customer portals, knowledge base integration, and self-service functionalities.

Integrations & API Development :

- Integrate ServiceNow CSM with third-party CRM, ERP, and customer support platforms (e.g., Salesforce, SAP, Zendesk, Twilio, Genesys, NICE inContact).

- Develop REST/SOAP APIs, web services, and data import/export solutions.

- Configure email and chatbot (Virtual Agent) integrations for enhanced customer interactions.

Automation & AI-Driven Customer Support :

- Implement AI-driven Virtual Agents and chatbots for automated customer support.

- Configure CSM Playbooks and Decision Trees to guide agents through case resolution.

- Optimize workflow automation using Flow Designer and Integration Hub.

Customer Data & Reporting :

- Work with CSM Dashboards and Performance Analytics to provide customer insights.

- Configure surveys, feedback loops, and reporting tools to track customer satisfaction and case trends.

- Ensure customer data security and compliance (GDPR, CCPA, ITIL best practices).

Security, Compliance & Best Practices :

- Implement role-based access control (RBAC), security policies, and compliance measures.

- Perform unit testing, debugging, and performance optimization for ServiceNow CSM applications.

- Maintain technical documentation, user guides, and system architecture diagrams.

Collaboration & Agile Development :

- Work closely with Customer Service, ITSM, Sales, and Support teams to enhance customer service workflows.

- Participate in Agile/Scrum development cycles and contribute to project planning.

- Provide technical guidance, training, and mentorship to ServiceNow CSM users and administrators.

Required Skills & Qualifications :

- Bachelor's/Master's degree in Computer Science, IT, or a related field.

- 3+ years of experience as a ServiceNow CSM Developer.

- Strong expertise in ServiceNow CSM modules (Case Management, Omni-Channel, Customer Portal, Virtual Agent, Playbooks, SLA Management).

- Experience with ServiceNow Scripting (JavaScript, Glide API, Business Rules, UI Policies, Flow Designer).

- Proficiency in REST/SOAP APIs, web services, and third-party system integrations.

- Knowledge of ITIL best practices and customer service workflows.

- Familiarity with database concepts, data modeling, and reporting tools.

Preferred Skills & Nice-to-Have :

- ServiceNow Certified Implementation Specialist - CSM

- Experience with AI-powered customer support (Virtual Agent, NLP, AI Search)

- Knowledge of IVR systems, call center integrations, and customer analytics

- Hands-on experience with CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score) tracking

Work Environment & Benefits :

- Competitive salary & performance-based bonuses

- Opportunity to work on enterprise-level ServiceNow CSM implementations

- Hybrid/remote work flexibility

- Professional development & certification support