ServiceNow Developer-CSM (RARR Job 5686)
Job Skills
Job Description
Job Summary:
We are looking for an experienced ServiceNow Developer / Consultant with hands-on expertise in the Customer Service Management (CSM) module. The ideal candidate should have strong knowledge of ServiceNow platform capabilities, CSM configurations, integrations, and workflows to deliver scalable and efficient customer service solutions.
Key Responsibilities:
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Design, develop, and configure ServiceNow CSM applications based on business requirements.
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Implement case management, account/contact management, and communication channels (chat, email, portal).
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Customize and enhance CSM portal, record producers, and workflows.
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Integrate ServiceNow CSM with third-party tools (CRM, CTI, etc.) using REST/SOAP APIs.
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Create and manage SLAs, notifications, and assignment rules for customer cases.
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Work with stakeholders to identify process improvements and automation opportunities.
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Maintain and troubleshoot existing ServiceNow CSM implementations.
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Follow best practices for development, configuration, and security.
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Collaborate with QA and support teams for deployment and testing
