ServiceNow ITSM & CSM Developer - Contractual

Role Summary
We are seeking an experienced ServiceNow ITSM & Customer Service Management (CSM) Developer
with 5+ years of hands-on ServiceNow development experience. The ideal candidate will have strong
expertise in Customer Service Management (CSM) implementation and customization, supported by solid
experience in ITSM development. The role involves designing, developing, integrating, and implementing
scalable ServiceNow solutions while collaborating with business stakeholders and cross-functional teams.

• Key Responsibilities
• ● Design, develop, and customize ServiceNow solutions with a primary focus on Customer Service
• Management (CSM).
• ● Configure and enhance ITSM modules including Incident, Problem, Change, Request,
• Knowledge Management, and Service Catalog.
• ● Develop and maintain Record Producers, Catalog Items, Flow Designer Flows, Workflows,
• Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, and Notifications.
• ● Configure and customize CSM capabilities including Case Management, Customer Service
• Portal, Consumer Service Portal, Case Assignment, Case Routing, Entitlements, Service Level
• Agreements (SLAs), Account & Contact Management, and Omnichannel capabilities.
• ● Develop integrations using REST APIs, SOAP APIs, Integration Hub, and MID Server.
• ● Build and customize Service Portal or Employee Center pages using widgets and AngularJS.
• ● Participate in solution design, development estimation, unit testing, defect resolution, SIT/UAT
• support, deployments, production support, and technical documentation while adhering to
• ServiceNow development best practices.
• Required Skills
• ● The ideal candidate should possess 5+ years of ServiceNow development experience with strong
• expertise in JavaScript, Glide API, Business Rules, Client Scripts, Script Includes, UI Policies, UI
• Actions, ACLs, Flow Designer, Integration Hub, Update Sets, and ServiceNow Application
• Development.
• ● Hands-on experience in Customer Service Management (CSM), Case Management, Customer
• and Consumer Portals, Entitlements, Case Routing, Account & Contact Management, Service
• Level Management (SLAs), and CSM workflow configuration is mandatory.
• ● Candidates should also have experience working with REST APIs, SOAP APIs, Integration Hub,
• MID Server, JSON, and XML for integrations.
• Preferred Skills
• Experience with Service Portal or Employee Center customization, Virtual Agent or Now Assist,
• Agile/Scrum methodologies, ITIL processes, global delivery models, and basic knowledge of CMDB and
• Discovery will be considered an advantage.