Work Mode: Hybrid
Experience: 8 – 11 Years
CTC: ₹22 LPA (Based on experience and interview performance)
Industry: IT / ServiceNow / Enterprise Solutions

Job Overview

We are seeking an experienced ServiceNow CSM Technical Lead to drive the design, development, and implementation of Customer Service Management (CSM) solutions on the ServiceNow platform. The role involves leading technical delivery, collaborating with stakeholders, mentoring development teams, and ensuring platform best practices across enterprise projects.

The ideal candidate should have strong expertise in ServiceNow CSM, JavaScript, integrations, Service Portal, and platform optimization, along with excellent leadership and problem-solving skills.

Key Responsibilities

ServiceNow CSM Implementation

• Lead end-to-end implementation of ServiceNow CSM solutions
• Design scalable and efficient solutions aligned with business requirements
• Act as a technical expert for:
  • Case Management
  • Knowledge Management
  • Customer Portal

Technical Leadership & Team Management

• Guide and mentor development teams across projects
• Perform code reviews and ensure adherence to:
  • ServiceNow best practices
  • Coding standards
  • Platform governance
• Manage technical deliverables and implementation quality

Development & Platform Customization

• Develop and customize ServiceNow applications using:
  • JavaScript
  • Glide API
  • Script Includes
  • Business Rules
  • Flow Designer
• Support Service Portal and UI Builder development activities

Integrations & Platform Optimization

• Integrate ServiceNow with external systems using:
  • REST APIs
  • SOAP APIs
  • Third-party integrations
• Support:
  • Release management
  • Platform upgrades
  • Performance optimization
• Troubleshoot and resolve complex technical issues

Collaboration & Agile Delivery

• Collaborate with:
  • Business stakeholders
  • Architects
  • Developers
  • Project teams
• Work in Agile/Scrum environments to ensure smooth project execution

Required Skills & Technologies

ServiceNow Expertise

• ServiceNow CSM Module
• Case Management
• Knowledge Management
• Service Portal / UI Builder

Technical Skills

• JavaScript
• Glide API
• Script Includes
• Business Rules
• Flow Designer
• REST / SOAP APIs

Additional Skills

• Agile / Scrum methodologies
• Performance tuning and platform optimization
• Security best practices
• Domain separation concepts

Preferred Qualifications

• ServiceNow CSM Certification
• Experience in:
  • ITSM
  • Other ServiceNow modules
• Exposure to enterprise-scale ServiceNow implementations

Key Skills & Competencies

• Leadership and team management
• Stakeholder communication and coordination
• Solution design and architecture thinking
• Strong analytical and troubleshooting abilities
• Excellent problem-solving skills

Why Join Us?

• Opportunity to work on enterprise-scale ServiceNow transformation projects
• Exposure to advanced CSM implementations and integrations
• Hybrid work flexibility across PAN India locations
• Career growth opportunities in ServiceNow leadership and architecture roles