Servicenow Itsm/CSM Developer

Job Title: ServiceNow ITSM/CSM Developer

Location: New Jersey

Job Description:

Key Responsibilities:

ITSM — IT Service Management:

·       Configure and maintain Incident, Problem, Change, Service Request, and CMDB modules

·       Build and enhance Service Catalog items, Record Producers, and approval workflows via Flow Designer

·       Develop and manage SLA definitions, escalation rules, and notification policies

·       Support CMDB data quality — CI class definitions, relationship mapping, and reconciliation

·       Build Performance Analytics dashboards and standard reports for ITSM stakeholders

·       Collaborate with Change Advisory Board (CAB) process owners to refine Change workflows

CSM — Customer Service Management:

·       Configure and develop CSM modules: Cases, Accounts, Contacts, Service Contracts, and Entitlements

·       Build agent workspace views, case layouts, and guided decision trees for service agents

·       Develop customer self-service portal pages for case submission, tracking, and knowledge access

·       Implement case routing rules, assignment logic, and escalation policies using Flow Designer

·       Configure SLAs and Entitlement rules aligned to customer contracts and service tiers

·       Connect CSM and ITSM workflows where required — e.g., linking cases to Incidents or Problems

Platform Development:

·       Write server-side scripts: Business Rules, Script Includes, and Scheduled Jobs

·       Write client-side scripts: Client Scripts, UI Policies, and UI Actions

·       Manage Update Sets across Dev, Test, and Production — including merge and conflict resolution

·       Participate in code reviews and uphold development standards across the team

·       Troubleshoot production issues, conduct root cause analysis, and deliver fixes under change control

·       Support REST/SOAP integrations and MID Server configurations as needed

Required Skills & Qualifications:





Nice to Have

·       Virtual Agent / chatbot configuration on the Now Platform

·       Performance Analytics or Reporting module configuration

·       ServiceNow Automated Test Framework (ATF) experience

·       Exposure to IT Asset Management (ITAM) or HR Service Delivery (HRSD)

·       Experience working in Agile / Scrum delivery teams on a ServiceNow program

·       Familiarity with ServiceNow Instance Clone process and environment management

Thanks & Regards,

Tushar Chauhan

(xxxxxxxxxxxxxxxExt. 1079

xxxxxxxxxxxxxxx