Job Description: CSM+Integrations
Experience Required: 5+ years total |4+ years as Service Now developer | 2–3 years in CSM + Integration
We are seeking a highly skilled Service Now CSM Integration Specialist with hands-on experience in implementing and integrating Customer Service Management (CSM) modules. The ideal candidate should possess a strong background in Service Now platform development, third-party integrations using REST/SOAP, and excellent understanding of customer support workflows.
Key Responsibilities:
- Implement and customize Service Now CSM modules, including Case Management, Account Management, Customer Portals, and Virtual Agent.
- Develop end-to-end integrations with third-party systems using REST/SOAP web services, Integration Hub, and MID Servers.
- Configure CSM-specific components such as Playbooks, Agent Workspace, Knowledge Management, SLAs, and Workflows.
- Work closely with customer stakeholders to understand business processes and deliver scalable solutions.
- Build reusable, scalable integration solutions across various systems (e.g., Salesforce, SAP CRM, external ticketing tools).
- Manage data flows, authentication (OAuth 2.0, Basic Auth), error handling, and performance optimization for integrations.
- Participate in Agile/Scrum ceremonies, including sprint planning, retrospectives, and daily standups.
- Conduct unit testing and support Automated Test Framework (ATF) setup for regression coverage.
Mandatory Skills:
- 2+ years of hands-on experience with Service Now CSM and Integrations
- Strong understanding of customer service workflows and case resolution
- Proven experience in integration development using REST/SOAP APIs
- Proficient with Java Script, Glide APIs, Business Rules, Script Includes, and Flow Designer
- Experience with OAuth 2.0, MID Servers, and Integration Hub Spokes
- Ability to work independently and in a collaborative Agile environment
- Excellent communication skills (verbal and written)
