The ServiceNow CSM (Customer Service Management) Technical Lead / Developer to design, create, configure, and implement ServiceNow CSM solutions to meet business needs. This position requires technical leadership, hands‑on development, and cooperation with business stakeholders, architects, and other technical teams to ensure high‑quality delivery in accordance with best practices and organizational goals.

Experience
5+ years (with at least 2+ years in a Technical Lead Role)

Required Skills & Qualifications

5+ years of ServiceNow experience, with at least 2+ years in technical leadership roles.

Deep understanding of ServiceNow platform capabilities and architecture.

Develop and customize CSM components such as:

Case Management

Account & Contact Management

Entitlements, SLAs, and Contract Management

Customer Portal / Service Portal widgets

Playbooks for CSM, Agent Workspace, and Guided Decisions

Configure and customize forms, workflows, business rules, client scripts, UI policies, UI actions, and notifications.

Integrate ServiceNow CSM with other modules (ITSM, FSM, HRSD) or external systems (e.g., Salesforce, SAP, third‑party CRMs).

Strong scripting knowledge (JavaScript, GlideScript, Flow Designer, etc.).

Proficiency in integrations (REST/SOAP APIs, webhooks, etc.).

Hands‑on experience with Agile methodologies and tools (ServiceNow Agile 2.0)

Certifications

ServiceNow Certified System Administrator (CSA) – Required

ServiceNow Certified Application Developer – Required

ServiceNow Certified Implementation Specialist (CSM) – Required

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