ServiceNow Developer ITSM/CSM

As a Senior ServiceNow Developer, you will be responsible for designing, developing, and implementing Customer Service Management (CSM) and IT Service Management (ITSM) solutions within the ServiceNow platform. You will collaborate closely with business stakeholders, functional consultants, and technical teams to deliver scalable solutions that improve service delivery, customer experience, and operational efficiency.

Your key responsibilities

• Develop, configure, and customize ServiceNow CSM and ITSM applications based on business requirements.

• Design and implement workflows, business rules, UI policies, client scripts, Flow Designer automations, and integrations.

• Configure and enhance CSM capabilities including case management, entitlements, service level agreements (SLAs), and customer communication channels.

• Collaborate with business analysts and stakeholders to translate functional requirements into technical solutions.

• Integrate ServiceNow with external systems such as CRM platforms, contact center solutions, and third-party applications.

• Develop and maintain custom applications, APIs, and integrations using REST, SOAP, IntegrationHub, and other ServiceNow technologies.

• Support platform upgrades, release management, testing, and deployment activities.

• Troubleshoot complex technical issues and provide production support when required.

• Contribute to technical design discussions and promote ServiceNow development best practices

To qualify for the role, you must have

• 5+ years of hands-on ServiceNow development and implementation experience.

• Strong experience with ServiceNow ITSM and Customer Service Management (CSM).

• Experience building integrations with external enterprise applications.

• Solid understanding of ServiceNow platform architecture and development best practices.

• ServiceNow Certified System Administrator (CSA) certification.

• One or more additional certifications such as CAD, CIS-ITSM, or CIS-CSM.

• Knowledge of ITIL processes and service management principles