{"id":5437,"date":"2026-01-16T16:00:33","date_gmt":"2026-01-16T16:00:33","guid":{"rendered":"https:\/\/cephasconsult.biz\/?post_type=job_listing&p=5437"},"modified":"2026-02-16T00:17:55","modified_gmt":"2026-02-16T00:17:55","slug":"specialist-i-software-engineering-csm-08192","status":"expired","type":"job_listing","link":"https:\/\/cephasconsult.biz\/?post_type=job_listing&p=5437","title":{"rendered":"Specialist I – Software Engineering (CSM) 08192"},"content":{"rendered":"

Positions:1 <\/span><\/span>Full Time<\/span><\/p>\n

\n
Experience<\/div>\n
8 – 12 Years<\/div>\n<\/div>\n
<\/div>\n
\n
\n
\n
\n
\n
\n
\n

Job Title: Specialist I – Software Engineering (CSM)<\/span><\/p>\n

Experience:<\/span>\u00a0<\/span><\/p>\n

    \n
  • 8+ years\u00a0of overall ServiceNow development experience<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
      \n
    • Minimum\u00a03\u00a0years\u00a0of hands-on experience in\u00a0Customer Service Management (CSM)<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

      Employment Type: Full-Time<\/span>\u00a0<\/span><\/p>\n

      Location:\u00a0Hyderabad<\/span>\u00a0<\/span><\/p>\n

      \u00a0<\/span><\/p>\n

      Job Summary<\/span>\u00a0<\/span><\/p>\n

      We are looking for an experienced\u00a0ServiceNow\u00a0\u00a0Architect\u00a0\u2013Mid level\u00a0with strong\u00a0expertise\u00a0in\u00a0Customer Service Management (CSM)\u00a0to design, develop, and enhance customer-centric solutions on the ServiceNow platform. The ideal candidate will bring deep technical skills, strong process understanding, and the ability to translate business requirements into scalable and maintainable ServiceNow solutions.<\/span>\u00a0<\/span><\/p>\n

      This role involves working closely with business stakeholders, architects, and platform teams to deliver high-quality CSM implementations while following ServiceNow best practices and governance standards.<\/span>\u00a0<\/span><\/p>\n

      \u00a0<\/span><\/p>\n

      Key Responsibilities<\/span>\u00a0<\/span><\/p>\n

      CSM Development & Configuration<\/span>\u00a0<\/span><\/p>\n

        \n
      • Design, configure, and enhance\u00a0ServiceNow CSM solutions, including:<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
          \n
        • Case Management<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
            \n
          • Customer & Consumer Service Models<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
              \n
            • Contact Management<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                \n
              • Entitlements, SLAs, and Case Routing<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                  \n
                • Implement and customize\u00a0CSM workflows, business rules, and automation to support customer service operations.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                    \n
                  • Configure\u00a0Customer Service Portals\u00a0and\u00a0Workspaces\u00a0to improve agent and customer experience.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                      \n
                    • Support CSM integrations with ITSM, Knowledge Management, and other enterprise systems.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                      \u00a0<\/span><\/p>\n

                      ServiceNow Platform Development<\/span>\u00a0<\/span><\/p>\n

                        \n
                      • Develop and\u00a0maintain:<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                          \n
                        • Business Rules<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                            \n
                          • Script Includes<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                              \n
                            • Client Scripts<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                \n
                              • UI Policies<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                  \n
                                • UI Actions<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                    \n
                                  • Flow Designer flows and\u00a0subflows<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                      \n
                                    • Apply strong\u00a0JavaScript and Glide API\u00a0skills to build efficient and reusable components.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                        \n
                                      • Design and\u00a0maintain\u00a0Record Producers,\u00a0Catalog\u00a0Items, and\u00a0CSM-specific data models.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                          \n
                                        • Perform code reviews and ensure adherence to development standards and performance best practices.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                                          \u00a0<\/span><\/p>\n

                                          Integration & Automation<\/span>\u00a0<\/span><\/p>\n

                                            \n
                                          • Design and implement\u00a0REST\/SOAP-based integrations\u00a0between ServiceNow CSM and external systems (CRM, billing systems, ERP, etc.).<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                              \n
                                            • Utilize\u00a0IntegrationHub\u00a0spokes, scripted REST APIs, and inbound\/outbound integrations.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                \n
                                              • Automate manual customer service processes to reduce resolution time and improve service quality.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                                                \u00a0<\/span><\/p>\n

                                                Collaboration & Delivery<\/span>\u00a0<\/span><\/p>\n

                                                  \n
                                                • Work closely with\u00a0Business Analysts, QA teams, and Product Owners\u00a0to understand requirements and deliver solutions.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                    \n
                                                  • Participate in\u00a0Agile\/Scrum ceremonies\u00a0including sprint planning, reviews, and retrospectives.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                      \n
                                                    • Support\u00a0UAT, production deployments, and post-go-live stabilization activities.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                        \n
                                                      • Provide technical support and root cause analysis for CSM-related production issues.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                                                        \u00a0<\/span><\/p>\n

                                                        Platform Governance & Optimization<\/span>\u00a0<\/span><\/p>\n

                                                          \n
                                                        • Ensure solutions\u00a0comply with\u00a0ServiceNow best practices, platform security, and upgrade compatibility.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                            \n
                                                          • Identify\u00a0opportunities to\u00a0reduce technical debt, improve performance, and enhance maintainability.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                              \n
                                                            • Create and\u00a0maintain\u00a0technical documentation, configuration guides, and solution design artifacts.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                                \n
                                                              • Support platform upgrades, patching, and regression testing (ATF exposure preferred).<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                                                                \u00a0<\/span><\/p>\n

                                                                Required Skills & Qualifications<\/span>\u00a0<\/span><\/p>\n

                                                                \u00a0Technical Skills<\/span>\u00a0<\/span><\/p>\n

                                                                  \n
                                                                • 8+ years\u00a0of hands-on ServiceNow development experience.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                                    \n
                                                                  • 3+ years of strong hands-on experience in ServiceNow CSM.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                                      \n
                                                                    • Solid experience with:<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                                        \n
                                                                      • ITSM modules (Incident, Problem, Change, Request)<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                                          \n
                                                                        • CSM Case lifecycle and service models<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                                            \n
                                                                          • Strong\u00a0proficiency\u00a0in\u00a0JavaScript,\u00a0ServiceNow scripting, and\u00a0Glide APIs.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                                              \n
                                                                            • Experience with\u00a0Service Portal \/ UI Builder \/ Workspaces\u00a0(CSM Agent Workspace preferred).<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                                                \n
                                                                              • Hands-on experience with\u00a0Flow Designer,\u00a0IntegrationHub, and APIs.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                                                  \n
                                                                                • Good understanding of\u00a0CMDB concepts\u00a0and data relationships.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                                                                                  \u00a0<\/span><\/p>\n

                                                                                  Certifications (Preferred)<\/span>\u00a0<\/span><\/p>\n

                                                                                    \n
                                                                                  • ServiceNow\u00a0Certified System Administrator (CSA)\u00a0\u2013 Mandatory<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                                                      \n
                                                                                    • ServiceNow\u00a0Certified Implementation Specialist \u2013 CSM\u00a0\u2013 Strongly Preferred<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                                                        \n
                                                                                      • ServiceNow\u00a0Certified Application Developer (CAD)\u00a0\u2013 Nice to Have<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                                                          \n
                                                                                        • ITIL v3\/v4 Foundation \u2013 Preferred<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                                                                                          \u00a0<\/span><\/p>\n

                                                                                          Soft Skills & Attributes<\/span>\u00a0<\/span><\/p>\n

                                                                                            \n
                                                                                          • Strong analytical and problem-solving skills.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                                                              \n
                                                                                            • Ability to translate business requirements into technical solutions.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                                                                \n
                                                                                              • Excellent communication skills with both technical and non-technical stakeholders.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                                                                  \n
                                                                                                • Ability to work independently and collaboratively in a fast-paced environment.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
                                                                                                    \n
                                                                                                  • Experience working with\u00a0global teams and enterprise customers\u00a0is a plus.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                                                                                                    \u00a0<\/span><\/p>\n

                                                                                                    Skills:<\/strong>servicenow,itsm,itom,itil,implementation,<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"author":1,"featured_media":0,"template":"","meta":{"_job_location":"Hyderabad, India","_application":"hrm@cephasconsult.biz","_company_name":"","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job-types":[],"class_list":["post-5437","job_listing","type-job_listing","status-expired","hentry"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/cephasconsult.biz\/index.php\/wp-json\/wp\/v2\/job-listings\/5437","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cephasconsult.biz\/index.php\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/cephasconsult.biz\/index.php\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/cephasconsult.biz\/index.php\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/cephasconsult.biz\/index.php\/wp-json\/wp\/v2\/media?parent=5437"}],"wp:term":[{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/cephasconsult.biz\/index.php\/wp-json\/wp\/v2\/job-types?post=5437"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}