Developer II - ServiceNow CSM Developer

Job Description

Requisition Title: ServiceNow CSM Developer II

The ServiceNow developer has extensive hands-on development experience with ServiceNow CSM modules. Should have worked on end-to-end Implementation projects on ServiceNow platform. Overall, the developer should have technical abilities, detailed understanding of the capabilities of the ServiceNow platform, and experience in governance and management of the tool.

Location/Division: India-Bangalore/Philippines Manila

Education

Bachelor's degree in Science or Engineering preferred or equivalent experience required.

What will you do?.

• Collaborate with stakeholders to gather and analyze customer service requirements, translating them into technical solutions within the ServiceNow CSM module.
• Design, develop, configure, and customize ServiceNow CSM applications and modules to meet customer service needs and improve the overall customer experience.
• Implement and maintain integrations between ServiceNow CSM and other third-party systems, ensuring seamless data flow and synchronization.
• Develop and maintain ServiceNow CSM workflows, forms, reports, and dashboards to optimize customer service processes and improve efficiency.
• Collaborate with cross-functional teams, including customer service representatives, to align ServiceNow CSM solutions with customer service strategies and objectives.
• Stay up to date with the latest ServiceNow releases and industry trends, and proactively suggest improvements to improve the customer experience.
• Investigate and resolve technical issues related to ServiceNow CSM functionality, performance, and integration.
• Provide guidance and support to end-users, delivering training and documentation on ServiceNow CSM usage and best practices
• Research new functionality and recommend solutions that deliver customer value.

• 3+ years of experience with ServiceNow CSM, including implementation, customization
• Experienced with Business Rules, Script Includes, and UI Action
• Strong problem-solving and investigating skills, with the ability to analyze complex technical issues and provide effective solutions.
• Good technical skills in JavaScript, HTML, CSS, and ServiceNow scripting languages (e.g. GlideRecord, GlideSystem)
• Experience with Agile development methodologies.
• ServiceNow certifications in CSM and ITSM strongly preferred.
• Scripted Web-Services, AJAX, JavaScript, SOAP, REST, MID Server Setup, and Integration of ServiceNow to other applications.
• Familiarity with ITIL processes, particularly those related to customer service management.
• Customer-centric mindset with a passion for delivering outstanding customer service experience

• Adaptable to change and able to work independently and as part of a team.
• Excellent presentation, verbal, and written communication skills.
• Hardworking and collaborative with a positive attitude.