Senior Developer - ServiceNow Now Assist & CSM

• *Job Title**

• *Senior Developer – ServiceNow Now Assist \& CSM**

• *Role / Job Summary**

In our experience, we look for a Senior ServiceNow Developer with strong, hands\-on expertise in Customer Service Management (CSM) and experience implementing Now Assist capabilities. 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.

• *Key Responsibilities**

• 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, and translate them into technical design specifications and development tasks.
• 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.
• Customize and enhance the Customer Portal using Service Portal widgets and custom components.
• Implement data imports, transform maps, and CSM\-specific data models.
• Customize the Case Management lifecycle, including assignment rules, playbooks, routing, and Agent Workspace configuration.
• Configure and implement Now Assist capabilities within CSM workflows to support AI\-led case handling and agent productivity.
• Collaborate with business analysts, architects, and cross\-functional teams to understand design dependencies and ensure smooth solution delivery.
• Support testing lifecycle activities, including SIT, UAT, defect fixing, production deployment, and post\-go\-live support.
• Perform platform upgrades, enhancements, troubleshooting, and optimization to improve system performance and user experience.
• *Must\-Have Skills**

• 5–8 years of experience in ServiceNow development, with strong expertise in Customer Service Management (CSM).
• Hands\-on implementation experience with Now Assist for CSM.
• Strong experience across the following ServiceNow CSM modules:

+ Case Management

+ Account \& Contact Management

+ Consumer Service Portal

+ Agent Workspace

+ Knowledge Base

+ Entitlements \& SLAs

+ Playbooks

+ Omnichannel customer workflows

• Strong proficiency in JavaScript, Glide APIs, GlideRecord, GlideAjax, Script Includes, Business Rules, and Client Scripts.
• Hands\-on experience with Flow Designer, IntegrationHub, and Service Portal / custom widgets.
• Good understanding of customer service processes, ticket lifecycle, case routing, escalation, and SLA management.
• Education: Undergraduate degree and above.
• *Good\-to\-Have Skills**

• Exposure to Now Assist capabilities beyond CSM, such as ITSM or HRSD generative AI use cases.
• Experience with Omnichannel configuration for chat, email, or virtual agent\-based customer interactions.
• Familiarity with Performance Analytics and reporting on CSM case and SLA metrics.
• Prior experience working in a managed services or client\-facing delivery environment.
• *Experience Required**

5–8 Years

• *Any Other Important Notes**

• Client\-facing role requiring clear communication of technical design choices to both business and technical stakeholders.
• Involves participation in SIT, UAT, and post\-go\-live support cycles, which may require flexibility around release windows.
• Preferred certifications: CSA (Certified System Administrator), CAD (Certified Application Developer), CIS\-CSM (Certified Implementation Specialist – Customer Service Management).
• Location: as per project / practice staffing requirement.