Servicenow Developer

Position: ServiceNow Developer (CSM & AI)
Employment Type: Long-Term Contract
Location: 100% Remote from India
Language Requirement: Fluent English

About the Role

This role will initially focus on designing and implementing Customer Service Management (CSM) processes and workflows within ServiceNow, leveraging out-of-the-box platform capabilities and modern AI-driven features.

You will work within a small team of solution specialists and act as a key technical expert supporting Business Analysts and Solution Architects. We are seeking a highly hands-on professional who can work independently, solve complex technical challenges, and contribute to high-quality solution delivery.

Key Responsibilities

• Translate business requirements and user stories into scalable ServiceNow solutions.

• Design and develop ServiceNow CSM functionality while minimizing unnecessary customizations.

• Collaborate closely with Architects and technical leads on solution design and implementation.

• Deliver ServiceNow CSM, ITSM, and FSM enhancements and implementations.

• Configure and enhance:

• Case Management

• Service Catalog

• Customer Portals

• Workspaces

• UI Builder Components

• Flow Designer Workflows

• Develop integrations with third-party applications using Scripted APIs and Integration Hub.

• Support data management initiatives including CMDB and CSDM adoption.

• Identify opportunities to leverage AI and automation to improve customer service processes.

• Address UAT feedback and continuously improve existing solutions.

• Ensure development quality, platform best practices, and delivery excellence.

Required Experience & Skills

Technical & Functional Expertise

• 7+ years of hands-on ServiceNow experience.

• Minimum 4+ years of ServiceNow CSM experience.

• Strong expertise in:

• Customer Service Management (CSM)

• Service Catalog setup and configuration

• Virtual Agent

• Engagement Messenger and Omnichannel capabilities

• Experience with Portal Management and Customization.

• Strong understanding of ServiceNow platform capabilities, including:

• Core applications

• Shared platform capabilities

• CMDB

• Experience integrating ServiceNow with external platforms using:

• Scripted REST APIs

• Integration Hub

• Expertise in:

• Workspaces

• UI Builder

• Flow Designer

• Good understanding of CSDM.

• Strong awareness of ServiceNow product roadmap and platform evolution.

AI & Innovation

• Interest and exposure to AI-driven ServiceNow capabilities, including:

• Now Assist

• Generative AI (GenAI)

• AI Agents

• Ability to identify customer service use cases suitable for AI and automation.

• Experience evaluating or prototyping solutions such as:

• Chatbots

• Predictive Intelligence

• AI-driven customer support capabilities

• Curiosity about AI trends and emerging technologies beyond the ServiceNow ecosystem.