Urgent Requirement :: ServiceNow ITSM/CSM Developer :: NJ

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Tushar Chauhan

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Mar 25, 2026, 9:56:41 AM (10 days ago) Mar 25
to Tushar Chauhan
Job Title: ServiceNow ITSM/CSM Developer
Location: New Jersey

Job Description:

Key Responsibilities:

ITSM — IT Service Management:

·       Configure and maintain Incident, Problem, Change, Service Request, and CMDB modules

·       Build and enhance Service Catalog items, Record Producers, and approval workflows via Flow Designer

·       Develop and manage SLA definitions, escalation rules, and notification policies

·       Support CMDB data quality — CI class definitions, relationship mapping, and reconciliation

·       Build Performance Analytics dashboards and standard reports for ITSM stakeholders

·       Collaborate with Change Advisory Board (CAB) process owners to refine Change workflows

 

CSM — Customer Service Management:

·       Configure and develop CSM modules: Cases, Accounts, Contacts, Service Contracts, and Entitlements

·       Build agent workspace views, case layouts, and guided decision trees for service agents

·       Develop customer self-service portal pages for case submission, tracking, and knowledge access

·       Implement case routing rules, assignment logic, and escalation policies using Flow Designer

·       Configure SLAs and Entitlement rules aligned to customer contracts and service tiers

·       Connect CSM and ITSM workflows where required — e.g., linking cases to Incidents or Problems

 

Platform Development:

·       Write server-side scripts: Business Rules, Script Includes, and Scheduled Jobs

·       Write client-side scripts: Client Scripts, UI Policies, and UI Actions

·       Manage Update Sets across Dev, Test, and Production — including merge and conflict resolution

·       Participate in code reviews and uphold development standards across the team

·       Troubleshoot production issues, conduct root cause analysis, and deliver fixes under change control

·       Support REST/SOAP integrations and MID Server configurations as needed

 

Required Skills & Qualifications:

Experience

3 to 6 years of hands-on ServiceNow development in production environments

ITSM

Incident, Problem, Change, Service Request, SLA, CMDB — production delivery required

CSM

Cases, Accounts, Contacts, Entitlements, Service Contracts — min. 1 production CSM implementation

Scripting

JavaScript: Business Rules, Script Includes, Client Scripts, UI Policies, REST scripting

Flow Designer

Multi-step flows, subflows, approvals, and trigger-based automation without guidance

Service Portal

Build and modify portal pages, AngularJS widgets, and Service Catalog UI components

Update Sets

Full lifecycle: create, develop, merge, validate, and promote Update Sets

Integrations

REST API basics, JSON payloads, and ServiceNow HTTP steps in Flow Designer

Certification

Certified System Administrator (CSA) required; CIS-ITSM or CIS-CSM is a strong plus

 

Nice to Have

·       Virtual Agent / chatbot configuration on the Now Platform

·       Performance Analytics or Reporting module configuration

·       ServiceNow Automated Test Framework (ATF) experience

·       Exposure to IT Asset Management (ITAM) or HR Service Delivery (HRSD)

·       Experience working in Agile / Scrum delivery teams on a ServiceNow program

·       Familiarity with ServiceNow Instance Clone process and environment management



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