ServiceNow CSM Professional
- DXC Technology
- 6 - 10 years
- Pune
- 7 days ago
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Job Description
- 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.
- 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.
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- ServiceNow Certified Implementation Specialist CSM
- Experience with Virtual Agent, Predictive Intelligence, and Case Deflection .
- Exposure to DevOps tools , Git , and CI/CD pipelines for ServiceNow.
- Understanding of customer engagement analytics and performance metrics .
- 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.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: DBA / Data warehousingRole: Database AdministratorEmployement Type: Full timeContact Details:
Company: DXC TechnologyLocation(s): Pune
Keyskills: ERP Technical writing Social media CAD Javascript Customer service Troubleshooting Analytics CRM Salesforce
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DXC.technology DXC is the world¢¢s leading independent, end- to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology is a $25 billi...
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