Job Description

Roles & Responsibilities:

ServiceNow CSM Development & Customization:


Configure, and implement CSM module, and integrations on the ServiceNow platform. This includes writing efficient JavaScript and Glide Scripting, configuring modules like ITSM, CSM, and building Business Rules, Workflows, Flows, and Portal widgets. You'll also manage Service Catalog items.



Integrations:


Develop and maintain integrations between ServiceNow and other enterprise systems using methods like REST API and IntegrationHub, ensuring data consistency.



Solution Design & Architecture:


Collaborate with stakeholders to translate requirements into technical designs and contribute to the ServiceNow platform's architectural roadmap. Ensure solutions follow best practices and security guidelines.



Testing & Quality Assurance:


Perform unit and integration testing, support UAT, and resolve bugs. Participate in code reviews to maintain quality.



Upgrades & Maintenance:


Support ServiceNow instance upgrades by testing functionalities and performing regular maintenance for platform stability.



Documentation & Training:


Create technical documentation (design specs, development guides) and provide knowledge transfer and training.



Continuous Improvement:


Stay updated on ServiceNow features, identify automation opportunities, and participate in Agile/Scrum ceremonies.

EDUCATION & TRAINING

Graduate degree from any recognized University


Must have CSA and CIS-CSM certification in ServiceNow.

KNOWLEDGE & EXPERIENCE

Minimum of 5 years of ServiceNow experience, 2 years of Implementation experience, as detailed above.


Strong understanding of IT Service Management (ITSM) processes and ITIL framework.


ServiceNow Certified Application Developer (CAD) and/or Certified System Administrator (CSA) certifications

IS A MUST.

Strong proficiency in JavaScript, HTML, CSS, and Glide scripting.


In-depth understanding of the ServiceNow platform architecture and data model. Proficiency in configuring and customizing various ServiceNow modules (e.g., Incident, Problem, Change, Service Catalog, Knowledge Management).


Excellent troubleshooting, problem-solving, and analytical skills.


Strong communication (written and verbal) and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.


Ability to work independently and as part of a team in a fast-paced environment.


Highly organized with strong attention to detail.