ServiceNow CSM (Customer Service Management) Technical

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