ServiceNow Developer - CRM and CSM

About the role

Design, configure, and develop solutions on the ServiceNow platform across CRM, CSM, enterprise workflow modules, and custom applications. You will develop and enhance Customer Service Management (CSM) workflows, implement intelligent customer workflows using AI capabilities, and build integrations across customer operations and enterprise systems.

Key responsibilities

• Design, configure, and develop solutions on the ServiceNow platform across CRM, CSM, enterprise workflow modules, and custom applications
• Develop and enhance Customer Service Management (CSM) workflows including Case Management, Customer Interaction Management, Omnichannel Engagement, Knowledge Management, Service Request Automation and Customer Self-Service Portals
• Implement intelligent customer workflows using Now Assist GenAI Skills AI Agents, configure workflows, business rules, client scripts, UI policies, script includes, catalogs, and integrations
• Develop AI-powered customer support automation and conversational workflow solutions
• Build and maintain scoped applications using ServiceNow Studio
• Develop integrations using REST/SOAP APIs, IntegrationHub, MID Server, and external CRM/enterprise systems
• Support workflow orchestration across customer operations, support systems, and enterprise applications
• Translate functional and technical requirements into scalable and efficient technical solutions
• Ensure compliance with ServiceNow development best practices, security guidelines, and coding standards
• Conduct unit testing, debugging, defect resolution, and technical troubleshooting

About you

• 5+ years of relevant ServiceNow platform development experience with expertise in CRM/CSM workflows, intelligent workflow automation, enterprise integrations, CMDB/CSDM implementations, and AI-powered ServiceNow capabilities
• Hands-on experience as a ServiceNow Developer in enterprise or consulting environments
• Strong understanding of customer service operations, digital customer engagement, and CRM workflow automation
• Expertise in JavaScript, Glide APIs, Flow Designer, Script Includes, Business Rules, Client Scripts, UI Policies, and IntegrationHub
• Strong experience with ServiceNow Customer Service Management (CSM) and related modules such as CSM, ITSM, Service Catalog, HRSD, ITOM, and Custom Applications
• Experience implementing Case Management workflows, Customer lifecycle workflows, Omnichannel support experiences, and Customer self-service solutions
• Knowledge-driven support automation experience with Now Assist GenAI Skills, AI Agents, Agentic Workflows, or AI Search
• Working knowledge of CMDB architecture, CSDM framework, CI relationships, and Service Mapping concepts
• Understanding of scoped applications, update sets, and CI/CD