Senior Developer - ServiceNow Now Assist & CSM
Pune · Senior
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Job description
Job Title
Senior Developer – ServiceNow Now Assist & CSM
Role / Job Summary
In our experience, we look for a Senior ServiceNow Developer with strong, hands-on expertise in Customer Service Management (CSM) and experience implementing Now Assist capabilities. The role involves designing, building, and enhancing CSM solutions that support customer support operations, along with configuring AI-led Now Assist experiences across case management and agent workflows.
Key Responsibilities
- Design, develop, and configure scalable ServiceNow Customer Service Management (CSM) solutions to support customer support operations and digital service transformation.
- Gather and analyze business requirements from customer service, operations, and support teams, and translate them into technical design specifications and development tasks.
- Develop and customize Case Management, Agent Workspace, Service Portal / Customer Portal, Playbooks, Knowledge Management, and SLA workflows.
- Build and enhance Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Flow Designer flows, and Notifications.
- Develop integrations with third-party applications such as CRM, ERP, monitoring tools, and external customer systems using REST APIs, SOAP, IntegrationHub, and MID Server.
- Customize and enhance the Customer Portal using Service Portal widgets and custom components.
- Implement data imports, transform maps, and CSM-specific data models.
- Customize the Case Management lifecycle, including assignment rules, playbooks, routing, and Agent Workspace configuration.
- Configure and implement Now Assist capabilities within CSM workflows to support AI-led case handling and agent productivity.
- Collaborate with business analysts, architects, and cross-functional teams to understand design dependencies and ensure smooth solution delivery.
- Support testing lifecycle activities, including SIT, UAT, defect fixing, production deployment, and post-go-live support.
- Perform platform upgrades, enhancements, troubleshooting, and optimization to improve system performance and user experience.
Must-Have Skills
- 5–8 years of experience in ServiceNow development, with strong expertise in Customer Service Management (CSM).
- Hands-on implementation experience with Now Assist for CSM.
- Strong experience across the following ServiceNow CSM modules:
- Case Management
- Account & Contact Management
- Consumer Service Portal
- Agent Workspace
- Knowledge Base
- Entitlements & SLAs
- Playbooks
- Omnichannel customer workflows
- Strong proficiency in JavaScript, Glide APIs, GlideRecord, GlideAjax, Script Includes, Business Rules, and Client Scripts.
- Hands-on experience with Flow Designer, IntegrationHub, and Service Portal / custom widgets.
- Good understanding of customer service processes, ticket lifecycle, case routing, escalation, and SLA management.
- Education: Undergraduate degree and above.
Good-to-Have Skills
- Exposure to Now Assist capabilities beyond CSM, such as ITSM or HRSD generative AI use cases.
- Experience with Omnichannel configuration for chat, email, or virtual agent-based customer interactions.
- Familiarity with Performance Analytics and reporting on CSM case and SLA metrics.
- Prior experience working in a managed services or client-facing delivery environment.
Experience Required
5–8 Years
Any Other Important Notes
- Client-facing role requiring clear communication of technical design choices to both business and technical stakeholders.
- Involves participation in SIT, UAT, and post-go-live support cycles, which may require flexibility around release windows.
- Preferred certifications: CSA (Certified System Administrator), CAD (Certified Application Developer), CIS-CSM (Certified Implementation Specialist – Customer Service Management).
- Location: as per project / practice staffing requirement.
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