ServiceNow CSM

Job Description:

Key Responsibilities

• Design configure and customize ServiceNow CSM modules including:
  • Case Management Agent Workspace Account & Contact Management Entitlements and Service Contracts.
• Develop custom CSM applications components and scoped apps to meet business requirements.
• Create and maintain integrations with CRM ERP and other third-party systems using REST/SOAP APIs IntegrationHub Web Services and MID Server.
• Build and automate customer workflows using Flow Designer Business Rules and Scripting.
• Develop and maintain UI pages client scripts UI actions UI policies and Script Includes.
• Enhance and customize Service Portal / Customer Portal experiences for end users.
• Collaborate with business analysts architects and stakeholders to translate business needs into technical solutions.
• Implement performance optimization access control (ACLs) and data security best practices.
• Participate in platform upgrades patching and troubleshooting to ensure stability and reliability.
• Document technical solutions conduct peer code reviews and support continuous improvement.

Required Skills & Qualifications

• 610 years of ServiceNow development experience with strong focus on Customer Service Management (CSM).
• Proficiency in JavaScript Glide scripting and ServiceNow server/client scripting.
• Strong knowledge of CSM data models case lifecycle and customer workflows.
• Experience integrating ServiceNow with CRM tools (e.g. Salesforce Dynamics) ERP or external ticketing systems.
• Experience developing custom applications using ServiceNow Studio and Scoped Apps.
• Hands-on experience with Flow Designer IntegrationHub and Service Portal.
• Familiarity with account and contact management entitlements SLAs and knowledge base within CSM.
• Good understanding of ITIL customer service best practices and digital workflows.
• Strong analytical problem-solving and communication skills.

Must have :

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist CSM
• Experience with Virtual Agent Predictive Intelligence and Case Deflection.

Preferred / Nice-to-Have

• Exposure to DevOps tools Git and CI/CD pipelines for ServiceNow.
• Understanding of customer engagement analytics and performance metrics.

Soft Skills

• Excellent communication and teamwork abilities.
• Strong documentation and technical writing skills.
• Detail-oriented with a focus on quality and performance.
• Ability to manage multiple priorities and adapt to changing requirements.
• Self-motivated proactive and collaborative.

At DXC Technology we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing productivity individual work styles and life circumstances. Were committed to fostering an inclusive environment where everyone can thrive.

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