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Senior Developer ServiceNow Now Assist & CSM
Job Location:
Monthly Salary:
Posted:
27 August 2026 (6 days ago)
Posted:
Application Deadline:
24 November 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Job Title
Senior Developer ServiceNow Now Assist & CSM
Role / Job Summary
In our experience we look for a Senior ServiceNow Developer with strong hands-on expertise in Customer Service Management (CSM) and experience implementing Now Assist capabilities. The role involves designing building and enhancing CSM solutions that support customer support operations along with configuring AI-led Now Assist experiences across case management and agent workflows.
Key Responsibilities
- Design develop and configure scalable ServiceNow Customer Service Management (CSM) solutions to support customer support operations and digital service transformation.
- Gather and analyze business requirements from customer service operations and support teams and translate them into technical design specifications and development tasks.
- Develop and customize Case Management Agent Workspace Service Portal / Customer Portal Playbooks Knowledge Management and SLA workflows.
- Build and enhance Business Rules Client Scripts Script Includes UI Policies UI Actions ACLs Flow Designer flows and Notifications.
- Develop integrations with third-party applications such as CRM ERP monitoring tools and external customer systems using REST APIs SOAP IntegrationHub and MID Server.
- Customize and enhance the Customer Portal using Service Portal widgets and custom components.
- Implement data imports transform maps and CSM-specific data models.
- Customize the Case Management lifecycle including assignment rules playbooks routing and Agent Workspace configuration.
- Configure and implement Now Assist capabilities within CSM workflows to support AI-led case handling and agent productivity.
- Collaborate with business analysts architects and cross-functional teams to understand design dependencies and ensure smooth solution delivery.
- Support testing lifecycle activities including SIT UAT defect fixing production deployment and post-go-live support.
- Perform platform upgrades enhancements troubleshooting and optimization to improve system performance and user experience.
Must-Have Skills
- 58 years of experience in ServiceNow development with strong expertise in Customer Service Management (CSM).
- Hands-on implementation experience with Now Assist for CSM.
- Strong experience across the following ServiceNow CSM modules:
- Case Management
- Account & Contact Management
- Consumer Service Portal
- Agent Workspace
- Knowledge Base
- Entitlements & SLAs
- Playbooks
- Omnichannel customer workflows
- Strong proficiency in JavaScript Glide APIs GlideRecord GlideAjax Script Includes Business Rules and Client Scripts.
- Hands-on experience with Flow Designer IntegrationHub and Service Portal / custom widgets.
- Good understanding of customer service processes ticket lifecycle case routing escalation and SLA management.
- Education: Undergraduate degree and above.
Good-to-Have Skills
- Exposure to Now Assist capabilities beyond CSM such as ITSM or HRSD generative AI use cases.
- Experience with Omnichannel configuration for chat email or virtual agent-based customer interactions.
- Familiarity with Performance Analytics and reporting on CSM case and SLA metrics.
- Prior experience working in a managed services or client-facing delivery environment.
Experience Required
58 Years
Any Other Important Notes
- Client-facing role requiring clear communication of technical design choices to both business and technical stakeholders.
- Involves participation in SIT UAT and post-go-live support cycles which may require flexibility around release windows.
- Preferred certifications: CSA (Certified System Administrator) CAD (Certified Application Developer) CIS-CSM (Certified Implementation Specialist Customer Service Management).
- Location: as per project / practice staffing requirement.
Required Experience:
IC
