ServiceNow Developer – CSM

Actively Reviewing the Applications

Synectics APAC

India, Tamil Nadu, Chennai Full-Time On-site INR 4–6 LPA

Posted 2 months ago • Apply by May 30, 2026

Job Description

Key Responsibilities

CSM Development & Configuration
Implement and configure ServiceNow Customer Service Management (CSM) modules, including:
Case Management
Account and Contact Management
Customer Portal / Service Portal
CSM Playbooks
Configurable Workspaces
Design and optimize case workflows, SLAs, entitlements, assignment rules, inbound actions, and notifications.
Platform Customization
Develop and maintain platform components such as:
Client Scripts, UI Policies, UI Actions
Business Rules, Script Includes, Glide APIs
Flow Designer flows and subflows
Configure Service Catalog and request management for CSM use cases.
Customize portals, dashboards, and Performance Analytics to track customer service KPIs.
Integrations & Automation
Integrate ServiceNow CSM with external systems such as CRMs, ticketing tools, CTI/telephony, and digital engagement platforms using REST/SOAP APIs.
Troubleshoot integration issues and ensure secure, reliable data exchange.
Collaboration & Support
Work closely with customer service teams, product owners, and solution architects to gather requirements and deliver scalable CSM solutions.
Participate in testing, deployment, documentation, and continuous improvements.
Provide ongoing platform support, upgrades, and feature enhancements.

Required Skills & Qualifications

5-7 years of hands-on experience as a ServiceNow Developer with a strong focus on CSM.
In-depth knowledge of Case Management, SLAs, workflows, and the CSM data model.
Strong hands-on experience with JavaScript, Glide API, Flow Designer, Business Rules, and integrations.
Experience customizing ServiceNow portals or configurable workspaces.
Solid understanding of platform security, including ACLs, roles, and data access controls.
Excellent communication, problem-solving, and analytical skills.

Preferred Qualifications