ServiceNow Developer- CRM/CSM

Full-time

Scope of the Role

As a ServiceNow Developer – CRM, AI & Intelligent Workflow Automation, you will design, configure, and develop advanced solutions on the ServiceNow platform with a strong focus on Customer Service Management (CSM), CRM workflows, AI-driven automation, customer operations, and digital workflow transformation.
You will closely work with architects, consultants, business stakeholders, and customer operations teams to translate business requirements into scalable, secure, and maintainable ServiceNow solutions leveraging modern platform capabilities including Now Assist, AI Agents, GenAI workflows, CSM capabilities, CMDB/CSDM, omnichannel engagement, and enterprise integrations.
This is a hands-on development role with opportunities to contribute to innovation, reusable accelerators, AI-powered customer workflow solutions, and next-generation intelligent CRM experiences.

Design, configure, and develop solutions on the ServiceNow platform across CRM, CSM, enterprise workflow modules, and custom applications.
Develop and enhance Customer Service Management (CSM) workflows including: Case Management, Customer Interaction Management, Omnichannel Engagement, Knowledge Management, Service Request Automation and Customer Self-Service Portals.
Implement intelligent customer workflows using: Now Assist GenAI Skills AI Agents Configure workflows, business rules, client scripts, UI policies, script includes, catalogs, and integrations.
Develop AI-powered customer support automation and conversational workflow solutions.
Build and maintain scoped applications using ServiceNow Studio.
Develop integrations using

, MID Server, and external CRM/enterprise systems.

Support workflow orchestration across customer operations, support systems, and enterprise applications.
Participate in CMDB, CI lifecycle management, and CSDM-aligned service modeling initiatives.
Translate functional and technical requirements into scalable and efficient technical solutions.
Ensure compliance with ServiceNow development best practices, security guidelines, and coding standards.
Conduct unit testing, debugging, defect resolution, and technical troubleshooting.
Participate in peer reviews and contribute to development governance standards.
Support platform upgrades, enhancements, and release management activities.
Participate in AI-driven customer workflow automation and enterprise integration initiatives. Contribute to reusable CRM workflow frameworks, accelerators, and automation assets.
Participate in solution design workshops and technical discussions with customer operations and business teams.
Support deployment, UAT, hypercare, and post-production stabilization activities.

, intelligent workflow automation, enterprise integrations, CMDB/CSDM implementations, and AI-powered ServiceNow capabilities.

Hands-on experience as a ServiceNow Developer in enterprise or consulting environments.
Strong understanding of customer service operations, digital customer engagement, and CRM workflow automation.
Expertise in: JavaScript Glide APIs Flow Designer Script Includes Business Rules Client Scripts UI Policies

Strong experience with ServiceNow Customer Service Management (CSM) and related modules such as: CSM ITSM Service Catalog HRSD ITOM Custom Applications
Experience implementing: