Sr Systems Developer - ServiceNow CSM

Job Description

The ServiceNow Developer must have experience in CSM modules, workflows, forms, and user interfaces to align with customer service processes and requirements. Should have worked on end-to-end Implementation projects on ServiceNow platform. Overall, the Developer should have technical abilities, detailed understanding of ServiceNow platform capabilities, and experience in governance and management of the tool.

Location/Division: India-Bangalore/Philippines Manila

How will you get here?

Education

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

What will you do?

• The developer will be responsible for design and Implementation of ServiceNow CSM solutions, including but not limited to case management, knowledge management, and self-service portals.
• Collaborate with customers and translate business requirements into functional and technical specifications, ensuring alignment with ServiceNow CSM capabilities.
• Developing and implementing workflows, business rules, and automation scripts to automate customer service processes, such as incident, Change and problem management, and request fulfilment.
• Investigate and resolve issues related to ServiceNow CSM implementations.
• Integrating ServiceNow CSM with other systems and applications to streamline data exchange and automate processes.
• Designing intuitive and user-friendly interfaces for customer service agents, managers, and end-users to improve their experience and efficiency within the platform.
• Configuring dashboards, reports, and analytics within ServiceNow to provide insights into customer service performance, trends, and areas for improvement.
• Drive ServiceNow CSM module process definition, re-engineering, improvement, and gap analysis of current/to-be processes during client workshops with key customer sponsors and stakeholders.
• Work closely with multi-functional teams, including ServiceNow developers, project managers, and business analysts
• Building applications, modules, and portals within the ServiceNow platform to extend its capabilities and address specific customer service needs.
• Stay up to date with the latest ServiceNow releases and industry trends, and proactively suggest improvements to improve the customer experience.
• Ability to capture and analyze business requirements and document technical solution.
• Research new functionality and recommend solutions that deliver customer value.
• Analyze, diagnose, and resolve software bugs applying approved procedures.
• Update and maintain a comprehensive testing protocol for ServiceNow instance upgrades with the purpose of certifying all applications for use after the upgrade completes

• 5+ years of experience with ServiceNow CSM, including implementation, customization, and administration.
• ServiceNow certifications in CSM and ITSM strongly preferred.
• Deep technical skills in JavaScript, HTML, CSS, and ServiceNow scripting languages (e.g. GlideRecord, GlideSystem)
• Experience with Agile development methodologies.
• Good experience in performance analytics.
• Strong analytical, problem-solving, and communication skills.
• Scripted Web-Services, AJAX, JavaScript, SOAP, REST, MID Server Setup, and Integration of ServiceNow to other applications.
• Works with platform and project management teams to ensure improvements are delivered completely, accurately, and timely.
• Experience in implementation of Service Portal with good knowledge of AngularJS.

• Mentor junior resources and contractors to address potential technical gaps.
• Effectively manage multiple projects concurrently while maintaining a high level of attention to detail on each project.
• 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.