Design, develop, and implement ServiceNow CSM solutions including Case Management, Contact Management, and Service Operations.
Configure and customize CSM applications such as case workflows, SLAs, entitlements, and customer portals.
Develop and enhance case lifecycle management including intake, routing, escalation, and resolution processes.
Implement and maintain Omnichannel capabilities (email, chat, virtual agents, and self-service portals).
Configure Knowledge Management integration to enable efficient case resolution and self-service.
Develop business rules, client scripts, Script Includes, UI policies, and Flow Designer workflows.
Integrate ServiceNow CSM with external systems (CRM, ERP, contact center tools, and third-party applications) using REST/SOAP APIs.
Implement and customize Service Portal / Employee Center / Customer Portal for enhanced user experience.
Build and maintain reports, dashboards, and Performance Analytics to track customer service performance and KPIs.
Collaborate with stakeholders to gather requirements and translate them into scalable ServiceNow CSM solutions.
Provide L2/L3 support, troubleshoot issues, and continuously improve system performance and usability.
Role
Developer
Qualifications
BACHELOR OF TECHNOLOGY