Lexicon Infotech · Remote, India
Skills: JavaScript
Position Overview
Job Title: ServiceNow CSM Developer
Experience Required: 6 to 12 Years
Location: Remote
Payroll Partner: Lexicon Infotech
Project Client : Cloud RHO Role Summary
We are looking for a highly skilled ServiceNow CSM Developer with strong hands-on experience in configuring, customizing and implementing Customer Service Management solutions. The candidate must have deep practical knowledge of CSM capabilities and the ability to independently develop scalable solutions, while also having exposure to other ServiceNow modules and platform capabilities.
The role requires a technically strong developer who can translate functional requirements into robust ServiceNow configurations, workflows, integrations and custom applications, following platform best practices.
Key Responsibilities
Develop, configure and implement ServiceNow CSM solutions covering case management, customer and contact management, account relationships, entitlements, SLAs, assignment rules, queues and case escalations.
Configure and customize CSM workspaces, customer service portals, self-service capabilities, Knowledge Management and agent experiences.
Develop business rules, client scripts, script includes, UI policies, UI actions, ACLs, notifications and other ServiceNow components.
Build automated workflows using Flow Designer, subflows, approvals, scheduled jobs and platform automation capabilities.
Develop and maintain integrations with external CRM, ERP, contact centre/CTI and enterprise applications using REST/SOAP APIs and IntegrationHub.
Work on CSM data models, customer/account relationships, data imports, transform maps, data validation and migration activities.
Configure and enhance omnichannel capabilities, case routing, Advanced Work Assignment and agent productivity features.
Implement CSM-related integrations with ITSM, TPSM processes such as Incident, Problem and Knowledge Management.
Support cross-module development and integration …truncated… s, functional consultants, business analysts…
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