Job Summary
A fast-growing technology consulting company is looking for a Senior ServiceNow Developer with strong, hands-on expertise in Customer Service Management (CSM) and experience implementing Now Assist capabilities. The role involves designing, building, and enhancing CSM solutions that support customer support operations, along with configuring AI-led Now Assist experiences across case management and agent workflows.
Key Responsibilities
- Design, develop, and configure scalable ServiceNow CSM solutions to support customer support operations and digital service transformation
- Gather and analyze business requirements from customer service, operations, and support teams, translating them into technical design specs and development tasks
- Develop and customize Case Management, Agent Workspace, Service Portal/Customer Portal, Playbooks, Knowledge Management, and SLA workflows
- Build and enhance Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Flow Designer flows, and Notifications
- Develop integrations with third-party applications (CRM, ERP, monitoring tools, external customer systems) using REST APIs, SOAP, IntegrationHub, and MID Server
- Customize and enhance the Customer Portal using Service Portal widgets and custom components
- Implement data imports, transform maps, and CSM-specific data models
- Customize the Case Management lifecycle, including assignment rules, playbooks, routing, and Agent Workspace configuration
- Configure and implement Now Assist capabilities within CSM workflows to support AI-led case handling and agent productivity
- Collaborate with business analysts, architects, and cross-functional teams on design dependencies and solution delivery
- Support the full testing lifecycle — SIT, UAT, defect fixing, production deployment, and post-go-live support
- Perform platform upgrades, enhancements, troubleshooting, and optimization
Must-Have Skills
- 5–8 years of ServiceNow development experience, with strong expertise in Customer Service Management (CSM)
- Hands-on implementation experience with Now Assist for CSM
- Strong experience across ServiceNow CSM modules: Case Management, Account & Contact Management, Consumer Service Portal, Agent Workspace, Knowledge Base, Entitlements & SLAs, Playbooks, Omnichannel customer workflows
- Strong proficiency in JavaScript, Glide APIs, GlideRecord, GlideAjax, Script Includes, Business Rules, and Client Scripts
- Hands-on experience with Flow Designer, IntegrationHub, and Service Portal/custom widgets
- Good understanding of customer service processes, ticket lifecycle, case routing, escalation, and SLA management
- Education: Undergraduate degree and above
Good-to-Have Skills
- Exposure to Now Assist capabilities beyond CSM, such as ITSM or HRSD generative AI use cases
- Experience with Omnichannel configuration for chat, email, or virtual agent-based customer interactions
- Familiarity with Performance Analytics and reporting on CSM case and SLA metrics
- Prior experience in a managed services or client-facing delivery environment
Additional Notes
- Client-facing role requiring clear communication of technical design choices to both business and technical stakeholders
- Involves SIT, UAT, and post-go-live support cycles, which may require flexibility around release windows
- Preferred certifications: CSA (Certified System Administrator), CAD (Certified Application Developer), CIS-CSM (Certified Implementation Specialist – Customer Service Management)
Role Details
- Position: Senior ServiceNow Developer
- Experience: 5–8 years
- Employment Type: Full-Time