ServiceNow CSM Developer

APN Consulting, Inc. is a progressive IT staffing and services company offering innovative business solutions to improve client business outcomes. We focus on high impact technology solutions in ServiceNow, Fullstack, Cloud & Data, and AI / ML. Due to our globally expanding service offerings we are seeking top-talent to join our teams and grow with us.

Title- ServiceNow CSM Developer
Location- Pune and Bengaluru
Duration- Full Time

Key Responsibilities

• Design and develop solutions within the ServiceNow CSM module including Case Management, Omnichannel, and Customer Portals
• Configure and customize CSM applications such as:
  • Case Management
  • Customer Service Portal / UI Builder
  • Knowledge Management
  • Entitlements & SLAs
• Build and maintain Workflows / Flow Designer automations for case lifecycle and service processes
• Develop Business Rules, Client Scripts, Script Includes, UI Policies
• Implement Omnichannel capabilities like chat, email, and virtual agent integration
• Work on Integrations with external systems using REST/SOAP APIs
• Customize Agent Workspace / Customer Workspace for better agent productivity
• Implement AI Search, Virtual Agent, and Predictive Intelligence for enhanced customer support
• Collaborate with business stakeholders to gather requirements and translate them into technical solutions
• Perform unit testing, debugging, and production support
• Ensure platform best practices, performance optimization, and scalability

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Required Skills

• Strong experience with ServiceNow platform development
• Hands-on experience in CSM module implementation
• Proficiency in:
  • JavaScript
  • Glide APIs
  • ServiceNow scripting
• Experience with:
  • Flow Designer & Workflow
  • Service Portal / UI Builder
  • IntegrationHub
• Knowledge of:
  • REST/SOAP integrations
  • Data modeling and CMDB basics
• Familiarity with Agile/Scrum methodologies

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Preferred Skills

• Experience with:
  • AI Search & Virtual Agent
  • Performance Analytics
  • Field Service Management (FSM) integration
• ServiceNow certifications such as:
  • CSA (Certified System Administrator)
  • CAD (Certified Application Developer)
  • CSM Implementation Specialist

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Experience

• Typically 3–8+ years of ServiceNow development experience
• At least 1–2 full lifecycle CSM implementations

We are committed to fostering a diverse, inclusive, and equitable workplace where individuals from all backgrounds feel valued and empowered to contribute their unique perspectives. We strongly encourage applications from candidates of all genders, races, ethnicities, abilities, and experiences to join our team and help us build a culture of belonging.