ServiceNow Developer with CSM at Amex Systems
About the Job
Position: ServiceNow Developer with CSM
Location: 100% Remote
Type: Full Time
Note: Certifications Mandatory
A ServiceNow Developer with CSM (Customer Service Management) expertise focuses on designing and implementing solutions within the ServiceNow platform, specifically for the CSM module. ServiceNow CSM provides a suite of tools to help organizations manage customer service operations, including case management, knowledge management, request management, and communication channels. This role typically involves understanding both technical development and customer service processes.
Key Responsibilities for a ServiceNow Developer with CSM:
- Customization & Development:
- Develop custom applications, integrations, and enhancements on the ServiceNow platform, with a focus on the CSM module.
- Work with ServiceNow Studio, the platform's integrated development environment, to create business rules, UI policies, client scripts, and other customizations.
- Create custom workflows, approval processes, and notifications for customer service processes.
- Configuration of CSM Module:
- Configure case management, incident management, and other relevant modules within CSM.
- Customize the CSM portal and service portal to optimize the customer experience.
- Integrate CSM with other ServiceNow modules such as Incident, Problem, Change Management, or ITSM if applicable.
- ServiceNow Integration:
- Develop and maintain integrations with third-party applications and systems using ServiceNow IntegrationHub, REST, SOAP APIs, or MID Servers.
- Implement communication channels, such as chatbots, email, SMS, and social media, to enable multi-channel customer support.
- Problem-solving and Incident Resolution:
- Collaborate with the customer service team to troubleshoot and resolve issues reported by end users or clients.
- Provide solutions to streamline case handling and improve customer satisfaction.
- Analyze case trends and design automation solutions to reduce manual intervention.
- Testing and Deployment:
- Conduct unit testing, system testing, and user acceptance testing (UAT) to ensure that solutions meet business requirements.
- Follow change management practices to deploy customizations and applications in production.
- Documentation & Knowledge Management:
- Create technical documentation for configurations and customizations made to the CSM module.
- Develop knowledge articles and assist in the creation of a knowledge base for customer service agents and end users.
- Collaboration and Communication:
- Work closely with business analysts, project managers, and stakeholders to understand customer service needs and deliver solutions.
- Ensure that customer service operations align with business goals.
Key Skills for a ServiceNow Developer with CSM:
- ServiceNow Platform Expertise:
- Experience with ServiceNow development tools like ServiceNow Studio, Flow Designer, and IntegrationHub.
- Proficient in creating and maintaining business rules, client scripts, UI actions, UI policies, and data transforms.
- CSM-Specific Knowledge:
- Deep understanding of the ServiceNow CSM modules, including Case Management, Service Requests, Knowledge Management, and Virtual Agent (Chatbots).
- Ability to design and implement automated workflows in the context of CSM.
- Scripting & Development:
- Proficient in JavaScript (Client and Server-side) for scripting within ServiceNow.
- Ability to write and debug REST/SOAP API integrations.
- Experience with scripting languages like Python or others could be beneficial for certain integrations.
- Database & Data Modeling:
- Strong knowledge of ServiceNow’s data model and the ability to work with tables, records, and relationships.
- Ability to create and manage custom tables and data imports for CSM.
- UI/UX Design:
- Familiarity with designing and customizing user interfaces in ServiceNow (Service Portal, Catalog UI, etc.).
- Knowledge of HTML, CSS, and AngularJS (optional) for building or improving Service Portal components.
- Process Automation & Workflow:
- Proficiency with ServiceNow Flow Designer and orchestration tools to automate processes within CSM.
- Experience creating, customizing, and optimizing workflows for customer service processes.
- Communication & Stakeholder Management:
- Strong interpersonal skills to work with business teams, end users, and technical teams.
- Ability to translate technical details into business-friendly language.
Certifications:
ServiceNow offers certifications that could benefit a developer working with CSM, such as:
- Certified ServiceNow System Administrator: A prerequisite for many advanced ServiceNow certifications.
- Certified Application Developer: Demonstrates a developer’s proficiency in building applications on the ServiceNow platform.
- Certified CSM Implementation Specialist: A certification focused on implementing and configuring the Customer Service Management module.
Tools and Technologies:
- ServiceNow Studio: The primary IDE for ServiceNow development.
- IntegrationHub: For building integrations with external systems.
- ServiceNow REST/SOAP APIs: For integrating with third-party systems.
- Flow Designer: For automating workflows and processes.
- ServiceNow Virtual Agent: For implementing AI-driven chatbots for customer support.
Thanks & Regards,
Annu Tiwari
Sr. Technical Recruiter
Amex Systems
38345 W 10 Mile Rd Suite 146 Farmington Hills, MI- 48335
annu@amexsystems.com
phone -9725128100