Senior Developer - ServiceNow Now Assist & CSM

About the role

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.

What you'll do

• 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
• 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

What you need

• 5–8 yrs of experience
• ServiceNow
• JavaScript
• REST APIs
• LLMs
• ACLS
• CRM
• Any graduate

Good to have

• ERP