Key Responsibilities
- Design, develop and implement solutions on the ServiceNow platform, with a primary focus on the CSM module.
- Customize and configure ServiceNow components, including forms, workflows, business rules, client scripts, UI policies, UI actions and notifications.
- Develop and manage REST and SOAP integrations with external systems.
- Analyse business requirements and translate them into technical solutions.
- Troubleshoot issues, perform root cause analysis and deliver timely fixes.
- Collaborate with cross-functional teams to ensure smooth implementation and continuous improvement of ServiceNow applications.
- Follow best practices for ServiceNow development, documentation and version control.
Required Experience & Skills
- 3–6+ years of hands-on experience in ServiceNow development.
- Strong expertise in the CSM (Customer Service Management) module, including configuration, case management, workflows, portals and integrations.
- Practical experience with REST and SOAP APIs and building integrations with ServiceNow.
- Strong understanding of JavaScript, Glide APIs, Flow Designer, IntegrationHub and ServiceNow platform capabilities.
- Ability to work independently as well as in a collaborative team environment.
- Good communication and problem-solving skills.
Nice to Have
- ServiceNow certifications such as CSA, CAD, CIS-CSM or other relevant module certifications.
- Experience working in Agile/Scrum environments.
- Knowledge of ITIL processes.