ServiceNow Customer Service Management Developer

ServiceNow CSM

Job Description:

Job Title: ServiceNow CSM Developer

Key Responsibilities

• Design, configure, and customize ServiceNow CSM modules including:
  • Case Management, Agent Workspace, Account & Contact Management, Entitlements, and Service Contracts.
• Develop custom CSM applications, components, and scoped apps to meet business requirements.
• Create and maintain integrations with CRM, ERP, and other third-party systems using REST/SOAP APIs, IntegrationHub, Web Services, and MID Server.
• Build and automate customer workflows using Flow Designer, Business Rules, and Scripting.
• Develop and maintain UI pages, client scripts, UI actions, UI policies, and Script Includes.
• Enhance and customize Service Portal / Customer Portal experiences for end users.
• Collaborate with business analysts, architects, and stakeholders to translate business needs into technical solutions.
• Implement performance optimization, access control (ACLs), and data security best practices.
• Participate in platform upgrades, patching, and troubleshooting to ensure stability and reliability.
• Document technical solutions, conduct peer code reviews, and support continuous improvement.

Required Skills & Qualifications

• 6–10 years of ServiceNow development experience with strong focus on Customer Service Management (CSM).
• Proficiency in JavaScript, Glide scripting, and ServiceNow server/client scripting.
• Strong knowledge of CSM data models, case lifecycle, and customer workflows.
• Experience integrating ServiceNow with CRM tools (e.g., Salesforce, Dynamics), ERP, or external ticketing systems.
• Experience developing custom applications using ServiceNow Studio and Scoped Apps.
• Hands-on experience with Flow Designer, IntegrationHub, and Service Portal.
• Familiarity with account and contact management, entitlements, SLAs, and knowledge base within CSM.
• Good understanding of ITIL, customer service best practices, and digital workflows.
• Strong analytical, problem-solving, and communication skills.

Must have :

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist – CSM
• Experience with Virtual Agent, Predictive Intelligence, and Case Deflection.

 Preferred / Nice-to-Have

• Exposure to DevOps tools, Git, and CI/CD pipelines for ServiceNow.
• Understanding of customer engagement analytics and performance metrics.

Soft Skills

• Excellent communication and teamwork abilities.
• Strong documentation and technical writing skills.
• Detail-oriented with a focus on quality and performance.
• Ability to manage multiple priorities and adapt to changing requirements.
• Self-motivated, proactive, and collaborative.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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Experience Level

Senior Level