ServiceNow CSM Developer
- Infosys
- 5 - 9 years
- Bengaluru
- 2 months ago
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Job Description
We are looking for a hands-on ServiceNow CSM Developer to design, configure, and enhance solutions on the ServiceNow platform with a strong focus on Customer Service Management (CSM). The ideal candidate has deep CSM module expertisecovering Case Management, Entitlements, SLAs, CSM Workspace, and Integrationsand can translate business requirements into scalable, secure, and maintainable solutions.
Key Responsibilities
- Design, configure, and develop ServiceNow CSM features: Case Management, Accounts & Contacts, Entitlements, Service Contracts, SLAs/OLA, Playbooks, Configurable CSM Workspace, and Service Portal.
- Build and maintain Business Rules, Script Includes, Client Scripts, UI Policies/Actions, and Flows using Flow Designer and IntegrationHub.
- Develop and support REST/SOAP integrations with CRMs, ticketing tools, customer portals, and external systems; handle authentication (OAuth 2.0, Basic, API keys).
- Implement CSM data model configurations, Dynamic Related Lists, Reports & Dashboards, and Access Control (ACL).
- Collaborate with Product Owners, Architects, and cross-functional teams to convert requirements into technical designs and deliverables.
- Conduct unit testing, support UAT, manage platform upgrades, and ensure performance, security, and best practices are followed.
- Prepare technical documentation, support knowledge transfer, and contribute to delivery standards.
MustHave Skills
- Mandatory: Strong hands-on experience in ServiceNow CSM implementation or development.
- Proficiency in JavaScript and Glide APIs (server/client scripting).
- Experience with Flow Designer, IntegrationHub, CSM Workspace, and Playbooks.
- Hands-on with Service Portal widgets and catalog items for customer-facing use cases.
- Solid understanding of CSM data model (case, account, contact, entitlements, contracts).
- Experience integrating ServiceNow with external systems via REST/SOAP.
- Strong debugging skills and familiarity with update sets, scoped apps, and ATF (preferred).
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Software Development - OtherEmployement Type: Full timeContact Details:
Company: InfosysLocation(s): Bengaluru+ View Contact
Keyskills: Customer Service Management Servicenow ITSM CSM
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