ServiceNow Engineer - CSM Implementation (8-14 yrs)

Role : ServiceNow CSM Integration

Experience : 8-14 years

Location : Pan India (Infosys office)

Notice period : Immediate-45 days

Job Summary :

We are seeking a highly skilled Senior ServiceNow CSM Developer to lead the design, development, and implementation of solutions on the Customer Service Management (CSM) module. The ideal candidate will have extensive experience in ServiceNow development, particularly in CSM, and a strong understanding of customer service processes to deliver innovative and efficient solutions.

CSM Development & Configuration :

- Customize, configure, and enhance the ServiceNow CSM module, including Case Management, Account Management, and Customer Portals.

- Design and build workflows, business rules, and UI policies for seamless customer experiences.

- Develop custom applications and integrations to enhance the CSM functionalities.

Integration & Automation :

- Integrate ServiceNow CSM with third-party systems (e.g., CRM, ERP) using REST/SOAP APIs or middleware platforms.

- Automate customer service workflows to improve response times and accuracy.

Required Skills and Qualifications :

Experience :

- 7+ years in ServiceNow development with a minimum of 3 years focused on CSM module implementation.

Technical Expertise :

- Strong knowledge of ServiceNow platform components: Client Scripts, Business Rules, Flow Designer, and UI Actions.

- Proficiency in JavaScript, Glide scripting, and ServiceNow-specific languages.

- Experience in integrating CSM with external systems using APIs.

Module Expertise :

- Hands-on experience with ServiceNow CSM features, such as Case Management, Account Management, Customer Portals, and Service Contracts.