About the role
The ServiceNow CSM (Customer Service Management) Technical Lead / Developer to design, create, configure, and implement ServiceNow CSM solutions to meet business needs. This position requires technical leadership, hands-on development, and cooperation with business stakeholders, architects, and other technical teams to ensure high-quality delivery in accordance with best practices and organizational goals.
Experience - 5+ years (with at least 2+ years in a Technical Lead Role)
Required Skills & Qualifications -
· 5+ years of ServiceNow experience, with at least 2+ years in technical leadership roles.
· Deep understanding of ServiceNow platform capabilities and architecture.
· Develop and customize CSM components such as:
· Case Management
· Account & Contact Management
· Entitlements, SLAs, and Contract Management
· Customer Portal / Service Portal widgets
· Playbooks for CSM, Agent Workspace, and Guided Decisions
· Configure and customize forms, workflows, business rules, client scripts, UI policies, UI actions, and notifications.
· Integrate ServiceNow CSM with other modules (ITSM, FSM, HRSD) or external systems (e.g., Salesforce, SAP, third-party CRMs).
· Strong scripting knowledge (JavaScript, GlideScript, Flow Designer, etc.).
· Proficiency in integrations (REST/SOAP APIs, webhooks, etc.).
· Hands-on experience with Agile methodologies and tools (ServiceNow Agile 2.0)
Certifications :
- ServiceNow Certified System Administrator (CSA) – Required - ServiceNow Certified Application Developer – Required - ServiceNow Certified Implementation Specialist (CSM) – Required
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