ServiceNow Developer ITSM/CSM

Quick Facts

Senior ServiceNow Developer focused on designing, developing, and implementing Customer Service Management (CSM) and IT Service Management (ITSM) solutions in the ServiceNow platform.

Description

Responsible for developing, configuring, and customizing ServiceNow CSM and ITSM applications based on business requirements. Works with business stakeholders, functional consultants, and technical teams to deliver scalable solutions that improve service delivery, customer experience, and operational efficiency.

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

Requirements

• 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

Benefits

Not specified in the provided content.