Proper Job Description
A Senior CSM ServiceNow Implementer position, requiring a technical background with experience in Customer Service Management (CSM). Applicants should have 7–10 years of IT experience, including at least 5 years in ServiceNow development and a minimum of 2 years focused on CSM implementations. This role involves delivering enterprise-level solutions within an Agile framework.
Responsibilities include configuring and customizing features within the ServiceNow CSM module, such as case management, transform maps, access control lists (ACLs), Agent Workspace, Flow Designer, business rules, UI policies, UI scripts, and scheduled jobs.
The role also requires designing and implementing integrations with internal and external systems using REST and SOAP APIs. Experience working with IntegrationHub and MID Server is essential.
The candidate will develop scalable, maintainable solutions following ServiceNow best practices and organizational DevOps guidelines, utilizing up-to-date platform features to maintain code quality.
Collaboration with architects, product owners, and QA teams is expected throughout the delivery cycle. The candidate may also provide technical guidance and mentorship to junior developers to support consistency and standards adherence.
Experience
o 7–10 years of overall IT/software development experience
o Minimum 5 years of ServiceNow development experience
o At least 2 years of experience delivering CSM implementations projects
Technical Skills
o Configuring and customizing features within the ServiceNow CSM module
o Transform maps, access control lists (ACLs), Agent Workspace, Flow Designer, business rules, UI policies, UI scripts, and scheduled jobs.
o Strong expertise in building and consuming REST and SOAP APIs
o Experience working with Integration Hub and MID Server
o Deep understanding of ServiceNow root models, including CMDB, case tables, and SLAs
o Familiar with ServiceNow Agent Workspace, Virtual Agent, and Configurable Workflows
Certifications (Mandatory)
o Certified System Administrator (CSA)
o Certified Implementation Specialist – CSM
Soft Skills
o Strong analytical and problem-solving skills
o Effective communication and stakeholder engagement abilities
o Ability to work independently and deliver in a fast-paced environment
Location and Flexible locations: PAN India (Any CG Location)
Shubham Vishwakarma
Full Stack Developer - Averlon
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