serviceNow CSM Developer

APN Consulting, Inc. is a progressive IT staffing and services company offering innovative business solutions to improve client business outcomes. We focus on high impact technology solutions in ServiceNow, Fullstack, Cloud & Data, and AI / ML. Due to our globally expanding service offerings we are seeking top-talent to join our teams and grow with us.

Role

ServiceNow CSM Developer

Location

Hyderabad, Bengaluru,Chennai, and Pune

Job Description

Key Responsibilities

• Develop, configure, and customize ServiceNow Customer Service Management (CSM) applications.
• Implement and maintain CSM features, including Case Management, Customer and Consumer Service, Account Management, Contact Management, and Customer Portals.
• Develop Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, and ACLs.
• Configure Flow Designer, workflows, notifications, and automated case assignment and escalation.
• Implement case routing, service-level agreements (SLAs), entitlements, and escalation rules.
• Customize Service Portal or Employee/Customer Center components as required.
• Integrate ServiceNow CSM with external applications using REST APIs, SOAP APIs, and IntegrationHub.
• Work with Customer Service Representatives, agents, and business stakeholders to gather requirements and implement solutions.
• Troubleshoot technical issues, optimize application performance, and provide production support.
• Follow ServiceNow development best practices, security standards, and upgrade guidelines.
• Participate in requirement analysis, testing, code reviews, deployments, and documentation.

Required Technical Skills

• Strong experience in ServiceNow development and customization.
• Hands-on experience with ServiceNow CSM (Customer Service Management).
• Knowledge of Case Management, Account Management, Contact Management, and customer service workflows.
• Proficiency in JavaScript and Glide APIs.
• Experience with Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, and ACLs.
• Hands-on experience with Flow Designer and workflow automation.
• Experience with REST/SOAP integrations and IntegrationHub.
• Knowledge of Service Portal, Customer Service Portal, or configurable workspace experiences.
• Understanding of SLAs, entitlements, case assignment, and escalation management.
• Knowledge of ServiceNow update sets, application deployment, debugging, and troubleshooting.

We are committed to fostering a diverse, inclusive, and equitable workplace where individuals from all backgrounds feel valued and empowered to contribute their unique perspectives. We strongly encourage applications from candidates of all genders, races, ethnicities, abilities, and experiences to join our team and help us build a culture of belonging.