ServiceNow Customer Service Management (CSM) Developer (373) at iTech AG

ServiceNow Customer Service Management (CSM) Developer (373) at iTech AGiTech AG

Workplace: Remote

Skills: JavaScriptOVERVIEWiTech AG(https://himalayas.app/companies/itech-ag) is seeking a ServiceNow Customer Service Management (CSM) Developer to support the design, configuration, development, and enhancement of enterprise customer service and case management solutions on the ServiceNow platform. The ideal candidate will have experience implementing scalable workflows, omnichannel customer engagement solutions, AI-powered service capabilities, and modern digital experiences using ServiceNow CSM and related platform technologies.This role will work closely with business stakeholders, architects, product owners, Agile teams, and customer experience leaders to modernize customer operations, automate workflows, improve agent productivity, and enhance customer self-service experiences.ROLES AND RESPONSIBILITIESDesign, configure, develop, and support ServiceNow CSM applications and workflows Implement and enhance Case Management, Customer Service Portals, Knowledge Management, Agent Workspace, omnichannel engagement capabilities, and Virtual Agent experiences Develop scalable workflows using Flow Designer, IntegrationHub, Business Rules, Script Includes, Client Scripts, UI Policies, UI Builder, and Service Portal Configure and support customer self-service and AI-assisted support experiences Build and enhance AI Agents, Virtual Agents, and automated conversational workflows within ServiceNow Support implementation and configuration of Now Assist for CSM capabilities Integrate ServiceNow with external enterprise systems, APIs, CRM platforms, telephony solutions, and Contact Center as a Service (CCaaS) platforms Collaborate with UX, business analysts, and stakeholders to translate requirements into scalable technical solutions Participate in Agile ceremonies including sprint planning, backlog grooming, demos, and retrospectives Support testing, deployments, upgrades, and production releases Troubleshoot platform defects, workflow issues, and performance bottlenecks Develop techni …truncat…Sign in to see the original postingBrowse more developer jobs on RoleBurst