MarketEase
Website:
marketeasetech.com
Job details:
About the Role
We are seeking an experienced Senior Service now CSM Developer with strong expertise in ServiceNow Customer Service Management (CSM) to design, develop, and implement CSM solutions. The ideal candidate will be responsible for delivering scalable configurations, enhancing user experience, and supporting end-to-end CSM processes.
Key Responsibilities
- Design and develop solutions within the ServiceNow CSM module, including Case Management, Customer Portal, Knowledge, Entitlements, SLAs, and Workflows.
- Customize and configure CSM applications, including UI Policies, UI Actions, Business Rules, Client Scripts, Script Includes, and Flow Designer.
- Lead requirement gathering sessions and translate business requirements into technical solutions.
- Develop integrations using REST/SOAP APIs, MID Server, IntegrationHub, etc.
- Build and enhance customer workflows, automation, and service operations functionality.
- Work closely with cross-functional teams to deliver high-quality, scalable CSM solutions.
- Perform code reviews, optimize performance, and ensure adherence to best practices.
- Troubleshoot CSM-related issues, perform root-cause analysis, and implement fixes.
- Provide guidance to junior developers and contribute to architectural discussions.
Required Skills & Experience
- 7+ years of hands-on experience in ServiceNow development.
- Strong experience specifically in Customer Service Management (CSM) module.
- Proficiency in:
- JavaScript (Server & Client)
- Glide APIs
- Flow Designer
- Business Rules, UI Policies, Client Scripts
- Scripted REST APIs, Script Includes
- Experience with Service Portal / Customer Portal.
- Solid understanding of CSM features such as:
- Case Management
- Entitlements & SLAs
- Customer Contracts
- Knowledge Management
- Agent Workspace
- Experience integrating ServiceNow with external systems.
- Good understanding of ITSM, ITIL processes, and service operations.
- Strong analytical, communication, and problem-solving skills
Good to Have
- ServiceNow certifications:
- Certified System Administrator (CSA)
- Certified Application Developer (CAD)
- CSM Micro-Certifications
- Experience with domain separation, complex workflows, and custom app development.
- Exposure to SPM, FSM, or ITOM modules.
Education
- Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience).
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