Job Description

Company Description

Bosch Global Software Technologies Private Limited

is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 28,200+ associates, it's the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.

Key Responsibilities:

Implement and configure ServiceNow

CSM applications

including Case Management, Customer Portal, Knowledge Management, Communities, and Agent Workspace. Implement

CSM workflows, playbooks, entitlements, SLAs, and service channels

(email, chat, phone, virtual agent). Develop

UI policies, business rules, client scripts, flow designer flows, and integrations

for CSM use cases. Configure

Customer Service Portal

for end-users and enhance self-service capabilities. Integrate CSM with ITSM, FSM, and other enterprise applications. Ensure adherence to

ServiceNow best practices, security, and coding standards

. Collaborate with stakeholders to gather requirements, design solutions, and perform unit testing. Troubleshoot and resolve platform/application issues, ensuring smooth delivery of CSM capabilities. Stay up to date with the

latest ServiceNow releases (Utah, Vancouver, Washington, etc.)

and features related to CSM.

Required Qualifications:

3-4 years of hands-on experience in ServiceNow ITOM.

Strong knowledge of

ServiceNow CSM modules

Experience with

ServiceNow scripting

(JavaScript, Glide APIs), Flow Designer, Integration Hub. Familiarity with

portal development

(Service Portal / CSM Portal). Experience with

REST/SOAP integrations

and authentication methods (OAuth2, SAML, JWT). Understanding of

ITIL/ITSM processes

and how they align with CSM. ServiceNow

CSA (Certified System Administrator)

required. Strong analytical, problem-solving, and communication skills.

Preferred Skills:

ServiceNow

CSM Implementation Specialist Certification

preferred. Experience working in Agile/Scrum environments.

Qualifications

Bachelor's degree in Computer Science, Information Technology, or related field.

Additional Information

4-6 years' experience in ServiceNow development.