SO_ServiceNow_CSM_Developer_2025

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.

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  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:

2–4 years of hands-on experience in ServiceNow ITOM.

1. Strong knowledge of ServiceNow CSM modules

2. Experience with ServiceNow scripting (JavaScript, Glide APIs), Flow Designer, Integration Hub.

3. Familiarity with portal development (Service Portal / CSM Portal).

4. Experience with REST/SOAP integrations and authentication methods (OAuth2, SAML, JWT).

5. Understanding of ITIL/ITSM processes and how they align with CSM.

6. ServiceNow CSA (Certified System Administrator) required.

7. Strong analytical, problem-solving, and communication skills.

Preferred Skills:

• ServiceNow CSM Implementation Specialist Certification preferred.

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  Experience working in Agile/Scrum environments.