ServiceNow CSM

Role & responsibilities

• Design, configure, develop, and customize ServiceNow CSM applications and solutions.
  • Develop and configure Case Management, Customer/Consumer Management, Accounts, Contacts, Entitlements, SLAs, Service Catalog, Knowledge Management, and Customer Service Portal capabilities.
  • Develop Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, ACLs, Data Policies, Notifications, and Flow Designer workflows.
  • Configure and customize Customer Service Management Workspace and related experiences.
  • Develop reusable and scalable solutions using ServiceNow scripting and platform best practices.
  • Design and implement integrations between ServiceNow and external systems using REST/SOAP APIs, IntegrationHub, MID Server, and Import Sets.
  • Work with IntegrationHub spokes and integration patterns where applicable.
  • Develop and maintain custom applications, scoped applications, and application components.
  • Configure ServiceNow portals, UI Builder, widgets, and user experiences as required.
  • Implement data migration, transformation, and data quality activities using Import Sets and Transform Maps.
  • Perform code reviews and ensure development follows ServiceNow best practices and coding standards.
  • Collaborate with Solution Architects, Business Analysts, QA teams, and customers to translate requirements into technical solutions.

Required Technical Skills:

• 48 years of hands-on ServiceNow development experience.
  • Strong experience implementing and customizing ServiceNow CSM.
  • Strong knowledge of:
    o CSM Case Management
    o Accounts & Contacts
    o Consumer Management
    o Entitlements
    o SLAs
    o Knowledge Management
    o Customer Service Portal / Employee & Customer Experiences
    o CSM Workspace
  • Strong proficiency in JavaScript and ServiceNow scripting.
  • Experience with:
    o Business Rules
    o Client Scripts
    o Script Includes
    o UI Policies / UI Actions
    o ACLs
    o Data Policies
    o Notifications
    o Flow Designer
    o Scheduled Jobs
    o Scripted REST APIs
  • Hands-on experience with REST/SOAP integrations and IntegrationHub.
  • Good understanding of ServiceNow data model, tables, dictionary, reference fields, relationships, and security model.
  • Experience with Import Sets, Transform Maps, data migration, and data reconciliation.
  • Knowledge of ServiceNow update sets, application scope, source control, and deployment processes.
  • Understanding of ServiceNow upgrade and release management.
    Preferred Skills
  • ServiceNow Certified System Administrator (CSA).
  • Certified Application Developer (CAD) certification.
  • Certified Implementation Specialist – Customer Service Management (CIS-CSM).