Job Summary
Job Summary:
We are seeking a skilled and motivated ServiceNow Customer Service Managerment(CSM) Technical Consultant to join our growing ServiceNow practice. The ideal candidate will have 3–5 years of hands-on experience in implementing and customizing ServiceNow CSM modules, with a strong understanding of ServiceNow architecture and scripting. Candidates with CSA and CAD certifications will have an added advantage.
Key Responsibilities:
• Implement and configure the ServiceNow Customer Service Managerment(CSM) module according to business requirements
• Collaborate with business analysts and clients to translate business requirements into technical solutions
• Develop custom applications and enhancements using JavaScript, Flow Designer, and ServiceNow Studio
• Integrate CSM with other ServiceNow modules (like ITSM, CSM) and third-party systems
• Develop and maintain business rules, UI policies, client scripts, workflows, and scheduled jobs
• Participate in technical design reviews, solution demos, and agile sprint planning
• Perform unit testing and support UAT for all new development and enhancements
• Troubleshoot and resolve technical issues within the CSM application
• Follow coding best practices and maintain documentation for all configurations and customizations
• Stay up-to-date with the latest CSM features and ServiceNow releases
Required Skills & Qualifications:
• Minimum 3 – 5 years of hands-on experience with ServiceNow platform, especially in CSM implementation
• Strong understanding of ServiceNow architecture, scripting (JavaScript), and platform configuration
• Experience with REST/SOAP integraRtions and external data sources
• Good knowledge of CMDB, SLAs, and ServiceNow reporting & dashboards
• Exposure to Agile/Scrum methodologies
• Excellent analytical and problem-solving skills
• Strong communication and interpersonal skills
Preferred Certifications:
• CSA – Certified System Administrator (mandatory or in-progress preferred)
• CAD – Certified Application Developer (added advantage)
• Implementation certification is a must on CSM